Customer Success Engineer

Key Responsibilities

• Diagnose, debug, and resolve complex application, integration, and data issues that surpass Tier 2 capabilities. 
• Own the troubleshooting of SAML SSO configurations and API-driven integrations.
• Manage and validate complex file provisioning workflows, including structured data files (CSV, JSON, XML) and secure automated transfers via SFTP.
• Read and interpret JavaScript/scripting languages and system logs to pinpoint the root cause of unexpected platform behavior.
• Partner with engineering to document system architecture quirks, create advanced internal troubleshooting guides, and recommend product improvements.
• Translate highly complex technical engineering concepts into clear, actionable, and empathetic updates for university stakeholders.
• Participate in a scheduled rotation to provide first-line engineering-level response for critical, customer-reported Severity 1 issues (24/7/365 availability).
• Perform other duties as assigned.

Skills, Knowledge and Expertise

• Strong problem-solving, analytical, and decision-making skills, with the ability to take appropriate action independently.
• Excellent listening skills and the ability to communicate effectively, both orally and in writing, with various technical and non-technical audiences.
• Ability to master multiple platforms rapidly and adapt to frequent product deployments and changing tech stacks.
• Skilled at working effectively across teams, including product owners, developers, and account managers to champion user needs while respecting engineering constraints.
• Creativity in thinking outside the box to present innovative ideas and solutions to colleagues and customers.
• A strong drive to achieve beyond what is expected, with a demonstrated desire for continuous learning and improvement.
  
  

Education, Experience, and Requirements

• 3+ years of experience in a high-tier technical support, application support, or junior engineering role within a SaaS environment.
• Required proficiency in reading, writing, or debugging JavaScript or other scripting languages to parse data and troubleshoot behaviors.
• Strong technical background in User Provisioning, App creation, and manual validation or manipulation of JSON, XML, and CSV files.
• Deep experience configuring and troubleshooting SAML SSO (such as Okta, Azure AD, or Shibboleth) alongside a strong grasp of web network protocols.
• Prior experience in the Ed Tech/LMS sector or professional experience in higher education is preferred.
• Previous experience working in a fast-paced start-up environment is preferred.