Customer Success Engineer

This is a fully remote position, open to applicants in Australia.

📋 Description

• Deliver exceptional and thorough technical support for the Pathify platform.

• Diagnose, debug, and resolve intricate application, integration, and data issues that have been escalated beyond Tier 2.

• Take ownership of troubleshooting SAML SSO configurations and API-driven integrations for active customers.

• Analyze and interpret JavaScript, scripting languages, and system logs to determine root causes.

• Investigate authentication flows, API calls, and challenges related to system interoperability.

• Oversee and validate file provisioning workflows that involve CSV, JSON, XML, and secure SFTP transfers.

• Offer first-line technical support during business hours in Australia and New Zealand.

• Engage in the global rotation for engineering-level responses to critical issues reported by customers.

• Act as the implementation lead for newly signed institutions, managing functional and adoption consulting through technical configuration and go-live.

• Provide technical sales assistance alongside regional Account Executives for key opportunities.

• Collaborate with the US-based support team and future UK-based resources to ensure 24/7 customer care.

• Report to the Support Team Lead located in the US.

⛳️ Requirements

• 3+ years of experience in high-level technical support, application support, implementation consulting, or a junior engineering position within a SaaS environment.

• Proficiency in reading, writing, or debugging JavaScript or other scripting languages for data parsing and troubleshooting behaviors is essential.

• Strong technical expertise in User Provisioning and manual validation or manipulation of JSON, XML, and CSV files.

• Extensive experience in configuring and troubleshooting SAML SSO (such as Okta, Azure AD, or Shibboleth) along with a solid understanding of web network protocols.

• Demonstrated success in customer-facing roles such as technical support, implementation, solutions consulting, or technical account management.

• Project management capabilities, including managing client onboarding timelines, facilitating kickoff meetings, and setting customer expectations.

• Excellent listening skills and the ability to communicate effectively, both verbally and in writing, with diverse technical and non-technical audiences.

• Strong presentation skills focused on functional and technical training.

• Capability to quickly master multiple platforms and adapt to frequent product updates and changing technology stacks.

• Ability to work effectively across teams, including product owners, developers, and account managers, to advocate for user needs while considering engineering constraints.

• Capacity to operate independently without managerial support outside standard US business hours.

• Prior experience in the Ed Tech/LMS sector or professional experience in higher education is advantageous.

• Previous experience in a fast-paced start-up environment is preferred.

🏝️ Benefits

• Competitive salary ranging from AU$85,000 to AU$110,000 base plus super.

• Supplemental Healthcare Coverage.

• Flexible remote work from anywhere in Australia.

• Opportunity to tackle complex problems across a diverse and modern technology stack.

• Exposure to rapidly evolving technologies including AI, foundation models, and agent workflows.