Customer Success Engineer

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

📋 Description

• Identify, troubleshoot, and resolve intricate application, integration, and data challenges that exceed Tier 2 capabilities.

• Take ownership of the investigation of SAML SSO setups and API-based integrations.

• Oversee and validate intricate file provisioning processes, which include structured data formats (CSV, JSON, XML) and secure automated transfers through SFTP.

• Analyze and interpret JavaScript/scripting languages and system logs to identify the underlying causes of unexpected platform behavior.

• Collaborate with engineering to document system architecture nuances, develop comprehensive internal troubleshooting manuals, and suggest product enhancements.

• Convert highly complex technical engineering concepts into clear, actionable, and empathetic communications for university stakeholders.

• Engage in a scheduled rotation to deliver first-line engineering-level responses for critical, customer-reported Severity 1 issues (available 24/7/365).

• Undertake additional duties as required.

⛳️ Requirements

• Over 3 years of experience in high-tier technical support, application support, or a junior engineering position within a SaaS context.

• Necessary proficiency in reading, writing, or debugging JavaScript or other scripting languages to analyze data and troubleshoot behaviors.

• Solid technical foundation in User Provisioning, app creation, 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 robust understanding of web network protocols.

• Previous experience in the Ed Tech/LMS industry or professional background in higher education is preferred.

• Experience in a fast-paced start-up environment is also preferred.

🏝️ Benefits

• Health & Dental insurance

• Vision insurance

• Flexible Spending Account (FSA)

• Health Savings Account (HSA)

• Life Insurance

• Unlimited Paid Time Off (PTO)

• Parental Leave

• 401(k) plan

• Company Match

• Student Loan Reimbursement

• Home Office Stipend

• Employee Assistance Program (EAP)

• Mental health resources