Toronto, Ontario, Canada · Remote OK
We are seeking a Senior Technical Support Specialist with a core focus on software integration and delivery. In this role, your primary mission will be to own the technical setup, configuration, and data mapping required…
Skills: API Integration, JSON, HTTP Protocols, SQL, SSO
United States · Hybrid
Great growth requires great people. At Top Hat, we’re always planning for our next phase of growth, which is why we’re proactively building a nationwide talent bench for our upcoming sales cycles and future regional expa…
Skills: Inside Sales, Outside Sales, Prospecting, Cold Calling, Product Demonstrations
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Own the technical setup, configuration, and data mapping for integrating Top Hat with institutional Learning Management Systems. Act as the primary subject matter expert to resolve complex integration issues and support sales initiatives through technical consultations.
Requires 2+ years of experience in Technical Support or Solutions Engineering with practical knowledge of APIs, SQL, and authentication protocols. Preference is given to candidates with hands-on experience in EdTech data integrations and LTI standards.
We are seeking a Senior Technical Support Specialist with a core focus on software integration and delivery. In this role, your primary mission will be to own the technical setup, configuration, and data mapping required to integrate Top Hat with our institutions. You will ensure seamless software connectivity while supporting broader sales and advanced technical support initiatives.
Partner with institutional IT teams to gather requirements, scope integration pathways, and map data fields between Top Hat and Learning Management Systems
Lead the technical setup and configuration of integrations for school partners, ensuring successful implementation
Troubleshoot and resolve system-level integration errors (e.g., authentication failures, API timeouts, data sync mismatches)
Act as the primary subject matter expert to resolve complex integration issues and answer technical inquiries from school administrators
Monitor, troubleshoot, and escalate technical issues to ensure a seamless classroom experience for our users
Own the refinement of documentation and best practices for integrations
Analyze technical trends and customer feedback to provide insights and recommendations to Product Development, contributing to informed decision-making at both tactical and strategic levels
Support Sales Reps with active deals by joining customer calls as the SME and answering technical support-related questions
Provide technical support during peak periods by directly handling complex cases, critical system issues, and high-priority user requests, ensuring rapid resolution while maintaining service reliability and operational standards
2+ years of experience in a Technical Support or Solutions Engineering role, preferably in a technology-related industry
Practical experience working with APIs, JSON, HTTP protocols, and database queries (SQL)
Solid understanding of data exchange and authentication protocols (e.g., SSO, SAML, OAuth)
Hands-on experience with EdTech data integrations (LTI standards, Canvas, Blackboard, or Brightspace APIs) is highly preferred
Strong technical background with experience working closely with Product Managers or Engineers
Demonstrated ability to manage high-volume technical support operations, with a focus on proactive problem-solving and customer satisfaction
Excellent analytical skills with the ability to interpret data and drive informed decision-making
A noble mission that creates meaningful, fulfilling work
A team that cares deeply for customers and for each other
Flexible, remote first work environment
Professional learning and development for all role levels
An awesome and welcoming Toronto HQ
Competitive health benefits that start on day one
A management team focused on performance, growth, engagement and connection
Our winning strategy and market potential
Innovative PTO policy with lots of time and space for self-care
Passionate customers that believe in us—and what we do
A chance to work with new tech like generative AI—and see the customer impact
Top Hat's dynamic courseware and AI-enhanced features empower educators to give students personalized learning.
Reimagining Engagement in Higher Education Top Hat is the leader in student engagement for higher education. Grounded in learning science and powered by AI, our platform helps educators create interactive, personalized learning experiences that deepen connection, strengthen belonging, and drive student success. A Platform Built for the Way Students Learn What started as a tool to make lectures more interactive has grown into something bigger—a platform that makes learning come alive, from the first class to the final exam. Everything we build supports how students learn best: by doing, questioning, solving, and applying knowledge. Today, 30,000+ instructors at over 1,500 institutions use Top Hat to support more than 3 million students, turning classrooms into spaces of active exploration and connection. Our platform combines real-time engagement tools with customizable, interactive textbooks, homework, testing, and powerful analytics—all in one integrated experience. With Top Hat Ace, our AI-powered teaching and learning assistant, educators save time on course prep, and students get the personalized study help they need to stay confident and on track. Sparking Better Teaching and Learning Learning happens when students feel connected to their instructors, their peers, and the material. That’s why Top Hat is built to do more than deliver content. We help educators teach with proven practices that boost engagement, comprehension, and outcomes—while keeping the human element at the heart of it all.
Offices: 151 Bloor Street West, 200, Toronto, Ontario M5S 1S4, CA
Top Hat's dynamic courseware and AI-enhanced features empower educators to give students personalized learning.
Reimagining Engagement in Higher Education Top Hat is the leader in student engagement for higher education. Grounded in learning science and powered by AI, our platform helps educators create interactive, personalized learning experiences that deepen connection, strengthen belonging, and drive student success. A Platform Built for the Way Students Learn What started as a tool to make lectures more interactive has grown into something bigger—a platform that makes learning come alive, from the first class to the final exam. Everything we build supports how students learn best: by doing, questioning, solving, and applying knowledge. Today, 30,000+ instructors at over 1,500 institutions use Top Hat to support more than 3 million students, turning classrooms into spaces of active exploration and connection. Our platform combines real-time engagement tools with customizable, interactive textbooks, homework, testing, and powerful analytics—all in one integrated experience. With Top Hat Ace, our AI-powered teaching and learning assistant, educators save time on course prep, and students get the personalized study help they need to stay confident and on track. Sparking Better Teaching and Learning Learning happens when students feel connected to their instructors, their peers, and the material. That’s why Top Hat is built to do more than deliver content. We help educators teach with proven practices that boost engagement, comprehension, and outcomes—while keeping the human element at the heart of it all.
Offices: 151 Bloor Street West, 200, Toronto, Ontario M5S 1S4, CA
