About TinyEYE
TinyEYE Therapy Services connects passionate therapy professionals with schools to help children thrive. As pioneers of the first online therapy platform, we've delivered over a million sessions and continue to innovate to meet the evolving needs of students, educators, and families.
At TinyEYE, we believe every child deserves access to quality support, and every employee deserves to feel seen, heard, and valued. We're committed to building an inclusive culture where diverse backgrounds, experiences, and perspectives are celebrated.
What We Offer
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Fully remote, flexible work, with a people-first philosophy
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3 weeks of vacation and 12 statutory holidays
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2 wellness days and 5 sick days
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Employer-paid health and dental benefits with HSA
ABOUT THE ROLE
We're looking for someone who thinks like a developer and solving real problems for real people. In this role, you'll be on tech support duty - ready to jump in when a practitioner hits a frozen screen or can't get their audio working - and you'll spend the rest of your time building the tools that make that support faster, smarter, and eventually less manual.
Support comes first. When a chat request comes in, you handle it. But support requests don't fill an entire shift, and we don't want you spinning your wheels between them. Your free time on duty is yours to build - Python scripts that automate the repetitive stuff, internal tools with Next.js or React that improve how the whole team works, systems that make the next support request easier than the last. The better you build, the less reactive the job becomes. That's the point.
You'll often be the first impression TinyEYE makes on a practitioner or customer, so communicating warmly and clearly matters - translating technical fixes into plain language without making anyone feel talked down to. The engineering instinct and the human touch carry equal weight here.
This is a position with a real path forward. Depending on where your strengths take you, you can grow into a full-time developer role. We invest in people who show up curious and build things that outlast the ticket in front of them.
HOW THE TIME WORKS
You're on support duty during your day (night) shift - monitoring the queue, responding fast, resolving issues. Between requests, you build. Over time, as your tools take over the repetitive work, the balance naturally shifts toward development. We've roughly scoped this as 50% support / 50% building to start, but the trajectory is meant to bend toward more building as you make support more efficient.
We are looking to fill two vacancies with the following shifts:
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Monday to Friday 7:00am to 3:30 pm MST
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Sunday to Thursday 3:30pm to 12:00am MST
KEY RESPONSIBILITIES
On support duty
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Monitor and respond to inbound support messages through the Monarch Tech Support widget - response time target is within 10 seconds
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Diagnose and resolve technical issues for practitioners and customers - connectivity, audio/video, platform navigation, and account access
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Translate troubleshooting steps into clear, jargon-free language for non-technical users
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Escalate complex or unresolved issues to Tier II or III with thorough, well-documented handoffs - including flagging when the same issue shows up across multiple users
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Keep a calm, encouraging tone even when volume spikes
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Contribute to and maintain the internal knowledge base
Building (your time between requests, and growing over time)
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Build and maintain tech support and internal tools that improve the speed, quality, and consistency of support - and other systems across the company
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Automate repetitive workflows: ticket routing, status notifications, report generation, and whatever else you spot eating people's time
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Work with the tech team to find tooling gaps and scope small-to-medium projects
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Write clean, documented code your teammates can pick up and maintain
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Participate in code reviews and follow team development standards
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Test and iterate on your tools with direct input from the people using them
WHAT WE'RE LOOKING FOR
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1–2 years in a technical support, help desk, or customer-facing tech role
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Hands-on experience with programming languages (Python, Typescript, or similar) and frameworks (React, Next.js, etc.) - and a genuine desire to build, not just maintain
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A track record of explaining technical concepts clearly to non-technical people, in writing and verbally
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Warm, professional, approachable communication
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Strong organizational skills - you can juggle multiple open issues without dropping any
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Calm under pressure when volume spikes or issues escalate
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Familiarity with web-based platforms, browser troubleshooting, and basic network diagnostics
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Reliable home office setup with stable internet (this role is remote)
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Experience in SaaS or edtech
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Familiarity with ticketing systems (ServiceDesk Plus, Jira)
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Experience building internal tools, scripts, or automations for support workflows
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Exposure to REST APIs, webhooks, or browser-based debugging
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Background or interest in education, healthcare, or social services
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Experience on remote or distributed teams
Thank you for your interest in becoming a part of our growing team! We are an equal-opportunity employer. Applications are reviewed as submit and will continue to be accepted until this position is filled, at which time the job posting will be removed. Please respect our hiring process by not contacting any representative regarding this position. We thank everyone for their interest, but only those selected for an interview will be contacted.
