IT Product Support Specialist
About the role
Who We Are
Great Minds is a high-growth, mission-driven organization founded by educators in 2007. As a for-profit, Public Benefit Corporation, we believe all students deserve access to meaningful, challenging content—and all teachers deserve tools that are intuitive, effective, and built for the realities of today’s classrooms.
We develop high-quality, knowledge-rich math, science and ELA curricula grounded in research and designed in collaboration with educators. Our materials reflect real classroom needs and are built to drive lasting student outcomes.
We are committed to usability, coherence, and practical implementation—supporting teachers not just through curriculum, but with professional learning, purposeful technology, and responsive service that enable strong adoption and impact.
What We Build
Our products—Eureka Math and Eureka Math², Wit & Wisdom, PhD Science, Geodes, and the newly launched Arts & Letters ELA—are trusted by thousands of schools and districts nationwide.
Eureka Math is the most widely used math curriculum in the U.S., and is focused on balancing conceptual understanding, procedural fluency, and application.
Wit & Wisdom® and Arts & Letters ELA™ anchor our reading strategy with content-rich, grade-level instruction that integrates literature, history, and the arts, grounded in the science of reading.
Geodes® complements our reading suite with decodable texts that pair phonics with meaningful content to support early literacy.
These programs reflect a shared belief in high expectations, joyful rigor, and deep respect for educators and students.
Where We’re Headed
Great Minds is entering a new stage of growth and product maturity. We are focused on building more connected, customer-informed experiences across the full educator journey—from curriculum to professional learning to platform and support.
Our long-term vision is to become a true partner in impact—not just delivering curriculum, but supporting educators in achieving outcomes at scale.
Job Purpose
Reporting to the Senior Manager, Service Desk, the IT Product Support Specialist will act as a key member of the Service Desk team and will serve as the front line for resolving and triaging support requests related to enterprise business applications, including, but not limited to, Salesforce, NetSuite, Dayforce, and other SaaS tools critical to Great Minds’ operations. This role will support a wide range of business units, including Sales, Finance, HR, and Operations, focusing on Tier 1 and Tier 2 support, identifying user issues, escalating bugs or configuration requests to appropriate teams, and documenting recurring issues and solutions.
Responsibilities
- Application Support and Incident Management: Provide first- and second-level support for business systems such as Salesforce, NetSuite, Dayforce, and others. Troubleshoot application issues, including login/access problems, data entry errors, report generation issues, and workflow inconsistencies. Escalate software bugs, outages, and configuration requests to internal application admins or external vendors as needed. Monitor incoming tickets, ensure accurate logging and categorization, and maintain SLAs for response and resolution.
- End User Training and Communication: Assist users in navigating system interfaces and business workflows. Communicate changes, outages, and fixes related to business applications in collaboration with IT and business owners. Create and update user-facing documentation and FAQs in the IT knowledge base.
- Collaboration and Continuous Improvement: Partner with internal product owners, IT Business Analysts, and Admin teams to relay end-user feedback and pain points. Identify opportunities to reduce support volume through automation, documentation, or system enhancements. Participate in testing of new features, integrations, or releases for supported platforms, as requested.