Product Support Specialist III

Date Posted: 15 June 2026

There are 2 openings for this job profile.

Internal Only, In-line Promotion. Note: In the case of in-line promotions where there is an expansion of responsibilities for the incumbent in the role, which would result in the incumbent being displaced if another person were to take that position, we will not interview for the role.

At 2U, we are all in on purpose. We are motivated by our mission – to make learning limitless– and connected by our shared passion to deliver world-class higher education at scale. As the parent company of edX, a leading online learning platform, 2U powers thousands of higher education offerings – from free courses to full degrees. Together with our college, university, and corporate partners, we are helping accelerate careers and transform lives.
What We’re Looking For:

The Product Support Specialist – Level 3 is an expert-level support professional who serves as a subject matter authority across products and systems. This role handles highly complex and escalated issues, drives operational improvements, mentors peers, and influences cross-functional strategy related to customer experience and support workflows.

Level 3 specialists operate with high autonomy and are recognized as trusted experts within Global Support.

Responsibilities Include, But Are Not Limited To:

1. Complex Case Resolution & Functional Expertise

Serve as the escalation point for the most complex issues while maintaining deep expertise across products and support systems.

• Resolve highly complex cases and non-standard edge cases across products.
• Serve as a subject matter expert and escalation resource for Level 1 and Level 2 specialists.
• Provide advanced troubleshooting across systems, integrations, and workflows.
• Manage complex case portfolios while maintaining strong service quality and resolution outcomes.

2. Strategic Problem Solving & Accountability for Results

Apply advanced analysis and structured problem-solving to drive outcomes and improve support performance.

• Identify systemic issues and root causes impacting support performance or customer experience.
• Consistently exceed performance expectations while managing high-complexity case portfolios.
• Provide insights that improve SLA attainment, case resolution efficiency, or customer satisfaction.

3. Process Improvement & Operational Excellence

Contribute to operational improvements that enhance support effectiveness and scalability.

• Participate in workflow standardization initiatives and documentation improvements.
• Identify opportunities to reduce support volume through automation, education, or product changes.
• Partner with leadership on pilots, system improvements, and tool optimization efforts.
• Contribute insights to KPI tracking and recommend operational performance improvements.

4. Cross-Functional Communication & Organizational Influence

Act as a trusted voice for Global Support in cross-functional initiatives.

• Communicate complex technical concepts clearly to both customers and internal stakeholders.
• Represent Global Support in cross-functional discussions when needed.
• Provide structured feedback to Product, Engineering, and Operations teams to influence product improvements.
• Advocate for solutions that improve the overall learner and instructor experience.

5. Mentorship, Knowledge Sharing & Team Leadership

Support team capability development and contribute to a strong support culture.

• Mentor Level 1 and Level 2 specialists by sharing expertise and troubleshooting guidance.
• Support onboarding, training, and peer learning initiatives.
• Model strong collaboration, accountability, and service excellence.
• Help maintain team morale and culture during periods of change or ambiguity.
• Participate in team meetings and quality reviews

6. Continuous Learning & Professional Growth

Maintain expert-level knowledge across evolving products, tools, and workflows.

• Proactively build expertise on emerging products, integrations, and technologies.
• Demonstrate leadership and adaptability during product or organizational changes.
• Seek opportunities to expand scope, knowledge, and impact within Global Support.

Things That Should Be In Your Background:

• 4+ years of experience in technical or product support within SaaS, EdTech, or similar environments.
• Demonstrated experience handling escalations and complex troubleshooting scenarios.
• Experience mentoring peers or supporting operational initiatives.
• Strong system fluency across CRM, support platforms, and operational tools.
• Experience supporting global customers or distributed teams preferred.

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide millions of learners and counting with access to world-class higher education, then join us – and do work that makes a difference.

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, U.S.benefits include:

• Medical, dental, and vision coverage
• Life insurance, disability, and 401(k) employer match
• Free snacks and drinks in-office
• Generous paid holidays and leave policies, including unlimited PTO
• Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break

The anticipated base salary range for this role is ($60,600 -$68,300), with potential bonus eligibility. Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, budget for the position and cost of labor in the market in which the candidate will be hired.

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