CentralReach is the #1 provider of SaaS software solutions for autism and IDD care. Trusted by more than 150,000 users, we enable therapy providers, educators, and employers to scale the way they deliver Applied Behavior Analysis and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction.
The Technical Support Developer is responsible for addressing technical issues, troubleshooting problems, and assisting customers in effectively using the CR Institute Learning Management system. This role requires a strong combination of technical proficiency, problem-solving abilities, and excellent communication skills to provide high-quality support to customers. A Technical Support Developer plays a critical role in ensuring customer satisfaction, maintaining the reputation of the company's products, and contributing to overall customer success.
Key Accountabilities:
- Operate as the technical liason between the CRI team and Thought Industries.
- This includes troubleshooting and documenting bugs, communicating solutions between CRI and TI, and overseeing technical projects that relate to the enhancement of CRI.
- Provide technical assistance to the Director of LOD to implementmodifications to the LMS using HTML, CSS, and Javascript to support business goals.
- Create and maintain technical documentation, knowledge base articles, and troubleshooting guides to assist both customers and fellow team members
- Liaise with cross-functional teams, such as Customer success and customer support, to escalate and resolve complex technical issues.
- Create and maintain integration and automation workflows from the LMS into other systems, such as pendo.
- Work closely with external developers with hygraph and mongoDB- tomaintain and continue with build out of our ABA Knowledge Builder product.
- Ensure that all API Integrations with the LMS are consistently monitored, maintained, and updated to guarantee seamless connectivity and functionality with other systems and tools.
- Oversee the integrity, accuracy, and timeliness of the data transferred through our BI connector from the LMS to ensure reliable reporting and analytics.
- Periodically provide reports for internal and external stakeholders using BI Connector.
- Creating, managing, and integrating custom data insights dashboards for internal and customer needs.
- Troubleshoot various systems used in production and delivery of LMS & Customer Education content and related services.
- Oversee the implementation of SSO integration with our customers on the CRI platform.
- Oversee the implementation, maintenance, and development of LTI integrations used to enhance LMS functionality.
- Stay up-to-date with the latest technologies, product updates, and industry trends to maintaina high level of expertise in the field, i.e. Artificial Intelligence.
- Communicate and documentation of technical information with the ability to communicate and train on this material to non-technical stakeholders.
Desired Skills & Experience:
- A bachelor's degree in computer science, Software Engineering, or a related field is required.
- Expertise in working with APIs, including authentication, data retrieval, and data manipulation is required.
- Ability to write and automate scripts for data extraction, transformation, and reporting is required.
- Experience with database management systems like MySQL, PostgreSQL, or SQL Server, including the ability to write complex queries is required.
- Relevant certifications in any of the following areaswould be a benefit:
- LMS software
- General IT and Development
- Web Development and Programming
- Data management and Analysis
- Cloud and Infrastructure
- Integration and DevOps
- Project Management
- Educational Technology
- Security and Compliance
- 5+ years of experience web technologies such as HTML, CSS, Javascript, and how they interact with LMS platforms and LTI standards.
- In-depth knowledge of Learning Tools Interoperability (LTI) standards, including familiarity with the latest versions and specifications is required.
- Strong analytical skills to interpret data, identify trends, and derive meaningful insights isrequired.
- Previous experience working in Learning Management Systems, eLearning, Content Management, and website content management is preferred.
- Knowledge and experience with SSO protocols is preferred.
- Strong knowledge of relevant programming languages, operating systems, and software development tools.
- Ability to analyze complex technical issues, debug problems, and provide effective solutions.
- Experience in creating custom dashboards that provide insightful and actionable data visualizations tailored to specific organizational needs.
Desired Soft Skills:
- Excellent communication and interpersonal skills to interact with customers in a friendly, patient, and professional manner.
- Proficient in creating clear and concise technical documentation and knowledge base articles.
- Able to collaborate effectively with cross-functional teams to resolve customer issues.
- Team player with self-initiative to help team members and others within the company.
- Takes ownership of projects and tasks with key accountabilities.
- Ability to work and adapt in a fast-paced environment with changing priorities.
- Ability to anticipate the needs of the organization and suggest opportunities for improvement.
CentralReach was developed for Clinicians by Clinicians. The story of CentralReach begins in 2012 when the company’s founder, a practicing Board Certified Behavioral Analyst, decided there had to be a better way to manage her operations so she could spend more time on what mattered most — working with her clients and patients. To help ABA practices focus on what they do best, CentralReach launched the first iteration of its EMR and practice management platform. Today, under the leadership of Chris Sullens, an award-winning CEO in the technology space, CentralReach is committed to their mission of providing cutting-edge technology and services to help clinicians and educators produce superior client and patient outcomes.
Already a market leader, CentralReach is expected to grow exponentially through its four core tenets: hire and develop great people; build industry-leading products; provide exceptional service to customers and continuously invest in systems, processes and infrastructure. We value our employees and offer a robust benefits package including health and dental, paid time off, life insurance, disability coverage and a 401(k) matching. We also provide comprehensive onboarding, ongoing training, mentoring and career pathing to help you develop your career.
We pride ourselves on our fun and energetic environment that also provides our employees with a meaningful way to make a difference by helping clinicians produce superior outcomes for children and adults with disabilities. CentralReach will not contact you or schedule interviews via Facebook. Please note social media is a current sourcing tool for talent acquisition via LinkedIn, Instagram, FB and for our recent job fair through CR company marketing, but we have a direct link to our website where all viable jobs are listed and directly tracked to our company page. #LI-Remote
