{"id":3401457,"url":"https://alion.io/job/honor-lock-technical-support-engineer","title":"Technical Support Engineer","company":{"id":1765256,"name":"Honor Lock","domain":"honorlock.com","url":"https://alion.io/company/honorlock","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":75000,"max":85000,"currency":"USD","period":"year","gross":null,"usd_annual":85000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"CI/CD","optional":false},{"name":"ISO 27001","optional":false},{"name":"JavaScript","optional":false},{"name":"Looker","optional":false},{"name":"Metabase","optional":false},{"name":"Power BI","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"SOC 2","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-28T13:22:58Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-01T21:39:01Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Are you passionate about operational excellence, innovation, and leading teams in a dynamic environment? If so, we are excited to meet you!\nWe’re Honorlock, the leading online proctoring solution supporting over 400+ institutions worldwide. With a growing team, cutting-edge technology, and strong funding, we’re transforming the education space by enabling secure and accessible testing experiences for millions.\nWho We Are\nAt Honorlock, we combine live proctoring with advanced AI to safeguard exam integrity while providing an exceptional experience for test-takers. Rated the #1 online proctoring service on G2, we empower institutions to expand their offerings, enhance learning, and achieve better outcomes.\nWe are passionate about innovation, customer satisfaction, and building a team that supports educational opportunities for all.\nAbout the Role\n At Honorlock, we're not just building secure online testing solutions - we're empowering institutions to foster equitable learning environments through smart, human-centered proctoring technology. As a Technical Support Engineer, you’ll play a critical role in scaling our customer experience by providing deep technical support to developers, administrators, and institutional partners.\nAs a Technical Support Engineer, you'll act as the critical link between our support, engineering, and product teams, helping customers resolve complex technical issues related to integrations, platform functionality, and data behavior.\nKey Responsibilities \n Customer Engagement and Support\nServe as the primary technical support contact for customers and internal stakeholders, providing thoughtful, timely, and professional support.\nCommunicate complex technical concepts clearly to both technical and non-technical audiences.\nSupport customer developers and administrators with API integrations, SSO configurations, and LMS connectivity (e.g., Canvas, Blackboard).\nManage real-time customer interactions across multiple channels, ensuring a high standard of service and satisfaction.\nTechnical Troubleshooting & Resolution\nDiagnose, replicate, and resolve application issues related to back-end systems, front-end behavior, and third-party integrations.\nAnalyze logs, review API payloads, and debug code snippets (e.g., JavaScript, Python) to identify root causes of errors or misbehavior.\nDocument and escalate confirmed bugs and product gaps to Engineering with clear, reproducible steps and impact analysis.\nPerformance and Service Delivery\nOwn and manage incident communications and root cause documentation for customer-facing outages and degradations.\nCreate and maintain data dashboards using SQL and Metabase to track trends, identify anomalies, and deliver actionable insights.\nContribute to internal service quality through continuous process improvement and case deflection strategies (ex. self-help content, runbooks).\nMaintain service level expectations for response and resolution times on escalated cases.\nTeam Collaboration and Development\nPartner cross-functionally with Engineering, Product, QA, and Specialized Support to close the loop on customer issues and product improvements.\nMentor Support Specialists, providing technical guidance and supporting their development through coaching and knowledge-sharing.\nParticipate in QA testing cycles and product validation prior to release to ensure technical readiness and issue prevention.\nContribute to internal knowledge bases and external support documentation to enable scale and consistency.\nRequired Skills & Qualifications\n5+ years in a Technical Support, Support Engineering, or Developer Support role within a SaaS Company.\nStrong troubleshooting skills across front-end and back-end technologies; ability to read and interpret JSON, XML, REST API payloads, and basic code (JavaScript, Python, etc.).\nHands-on experience supporting SSO, LMS integrations (e.g., Canvas, Blackboard), and third-party developer platforms.\nProficiency in writing and optimizing SQL queries; experience with data visualization tools such as Metabase, Looker, or Power BI.\nExperience in documenting technical workflows and customer-facing knowledge base articles.\nExcellent communication skills and the ability to translate complex issues into simple, actionable guidance for a wide range of users.\nAdditional Qualifications\nBachelor’s degree in Computer Science, Engineering, or a related technical discipline.\nExperience with education technology platforms or proctoring systems.\nKnowledge of cloud environments (AWS preferred) and CI/CD practices.\nExposure to security or compliance-driven support environments (e.g., SOC 2, ISO 27001).\nBase Salary Range: $75,000.00 - $85,000.00, plus an annual bonus of up to 5%\n\nWhy Join Honorlock?\nAt Honorlock, you will play a pivotal role in shaping the future of online education while growing your career. Our innovative platform, collaborative team culture and dedication to excellence create an environment where your ideas and leadership will have a lasting impact. 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