Erica Curnutte
El Paso,TX
Summary
Strategic Technical Support, Customer Support, and Implementation Leader with 10+ years in EdTech, specializing in software integrations, complex system onboarding, and stakeholder relationship management. Experienced in Agile environments and cross-functional collaboration with engineering, product, and customer success teams to diagnose and resolve technical issues quickly and improve system performance and user experience. Proven record for improving engineering/customer support workflows and issue resolution times. Recognized for building trusted partnerships with educators, administrators, and IT teams; translating complex technical insights into actionable solutions.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Customer Support & Technical Specialist
Discovery Education
01.2023 - 10.2026
- Successfully lead weekly cross-functional triage sessions with Engineering and Product teams to streamline issue investigation and resolution.
- Resolved complex back-end technical issues (SSO/SAML, Clever, ClassLink, OneRoster, multi-platform integrations), translating technical concepts for non-technical stakeholders.
- Leveraged data analysis, system logs, and reporting to create actionable insights and customized solutions, ensuring smooth adoption and measurable outcomes.
- Delivered end-to-end onboarding and implementation for educators, administrators, and IT teams, ensuring rapid adoption and seamless integration of EdTech systems.
- Led high-touch and large-scale deployments, tailoring onboarding workflows to meet district and statewide requirements, maximizing customer success.
- Built and maintained years-long trusted customer relationships, acting as the primary liaison between clients and internal teams to proactively address needs, prevent escalations, and drive satisfaction.
- Remote
Customer Support & Implementation Specialist
DreamBox Learning (Acquired by Discovery Education-2023)
07.2015 - 07.2023
- Supported complex SaaS and EdTech implementations, guiding customers through onboarding, integration, and adoption processes.
- Diagnosed and resolved technical issues in real time, ensuring minimal disruption for end users while maintaining strong customer relationships.
- Served as liaison between customers and internal technical teams, providing actionable feedback and solutions to improve product and support processes.
- Delivered personalized onboarding experiences for diverse stakeholders, including district IT teams, educators, and administrators, ensuring maximum engagement and satisfaction.
- Served as the organization's Subject Matter Expert for Product Curriculum/Adaptive Learning Engine providing ongoing guidance and clarification to customers and internal teams alike. Designed and delivered Curriculum Training to 50 existing team members and 20+ new hires.
- Designed and delivered training for the first dedicated Phone Team, conceived of team structure, scheduling, training. Worked in conjunction with placement company. Approved payroll, hiring process, etc.
- Remote as of 2019
Education
MFA - Performance
University of Idaho
Moscow, IDBA - Theatre Arts
Wayland Baptist University
Plainview, TXSkills
- High-volume case resolution
- Implementation and onboarding
- Engaging non-technical audiences
- Tailored implementation solutions
- SaaS and EdTech integration expertise
- Customer service expert
- System diagnostics and log review
- Efficiency improvement
- Cross-functional teamwork
- Reporting and documentation
- Creative issue resolution
Accomplishments
Designed and launched a structured process linking Engineering, Product, and Customer teams, improving the speed and accuracy of prioritizing customer-reported requests. This process resulted in my successfully leading weekly cross-functional triage sessions with Engineering and Product teams to streamline issue investigation and resolution, reducing turnaround time for customer-reported incidents by 77% in the first year, thus driving successful adoption, retention, and customer satisfaction.
Certification
Certified Scrum Professional - Scrum Alliance
- Issued Jul 2024
- Expires Jul 2026
- Credential ID 1975177
Timeline
Senior Customer Support & Technical Specialist
Discovery Education
01.2023 - 10.2026
Customer Support & Implementation Specialist
DreamBox Learning (Acquired by Discovery Education-2023)
07.2015 - 07.2023
MFA - Performance
University of Idaho
BA - Theatre Arts
Wayland Baptist University
Software Proficiencies
- Salesforce
- Atlassian Suite
- Advanced Excel Spreadsheet capabilities
- Slack
- Beginning SQL
- ZenDesk
Awards
Student of the Month - DreamBox Learning – nominated by engineering teammates for dedication, initiative, and work ethic
References
- References available upon request.
- Recommendations available on LinkedIn Page