Job Description
Job DescriptionDescriptionThe Customer Success Engineer is a member of the Tier 3 technical support team at Pathify. Diagnosing and responding to issues affecting customers is a critical component of this position, including providing advanced technical support to resolve complex issues escalated from Tier 1 and Tier 2 support teams. The ideal candidate will have deep technical expertise, excellent problem-solving skills, and a strong commitment to delivering superior customer service.
Key Responsibilities
- Serve as the primary point of contact for resolving complex technical issues escalated from Tier 1 and Tier 2 support teams.
- Troubleshoot and diagnose advanced technical problems related to Pathify implementations and Helpdesk tickets. Participate in customer calls to troubleshoot issues or assist in integration setup.
- Collaborate with cross-functional teams, including engineering, product, and portal teams, to resolve escalated issues promptly.
- Document troubleshooting steps, resolutions, and customer interactions in the support ticketing system.
- Provide technical guidance to Tier 1/2 support teams to enhance their troubleshooting skills and capabilities.
- Assist in the development of knowledge base articles, FAQs, and technical documentation to support customer self-service and enhance the efficiency of Tier 1/2 support teams.
- Proactively identify trends and patterns in escalated issues and work with internal teams to implement permanent solutions and prevent recurrence.
- Participate in after hours / weekends / holidays for on-call rotation for monitoring critical platform issues.
- This position has restricted leave during US beginning-of-semester periods (early to mid January and mid August to early September)
- Occasional travel, less than 15%
- Other duties as assigned
Skills, Knowledge and Expertise
Competencies:
- Ability to listen well and communicate effectively orally and in writing with various audiences
- Ability to assess, analyze, problem solve, and take appropriate action independently
- Demonstrated desire for continuous learning and improvement
- Demonstrate drive to achieve beyond what is expected in customer service, customer success, software, or higher education space
- Serve as a translator between the technical and non-technical team members
- Ability to think outside the box and present innovative ideas and solutions to internal and external colleagues
- Must maintain knowledge of the code structures and conventions that relate to productivity suites, Student Information Systems, SSO configurations.
- Trust, positivity, patience, and a desire to learn and have fun
- Ability to use standard office equipment, computer equipment, and software, including word processing, database management, spreadsheet applications, and electronic mail
Education, Experience, and Requirements:
- 2+ years in a SaaS product support (or similar) role, with significant troubleshooting experience.
- 2+ years experience as a software engineer, QA engineer, or similar role.
- Strong SQL and JavaScript proficiency
- Experience with cloud infrastructure (specifically Google Cloud Platform) is preferred.
- Experience with web and mobile UI/UX best practices
- Preferred: Professional experience in the Higher-Ed technology space; Experience in a startup.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Tuition reimbursement
- Vision insurance