Customer Support Engineer

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

📋 Description

• Take ownership of the complete resolution process for support tickets within designated coverage periods.

• Maintain contributions to the backlog, adhere to SLAs, and meet targets for average resolution times.

• Investigate and resolve configuration, data, and integration challenges for clients in higher education utilizing Curriculum, Scheduling, and Catalog products.

• Engage directly with customers to set expectations, provide status updates, and ensure closure.

• Reproduce reported issues prior to escalation and identify the underlying causes.

• Proactively escalate tickets that require advanced technical or product knowledge.

• Clearly document work to facilitate seamless transitions among team members.

• Create self-service resources to minimize the incidence of repeat tickets.

• Collaborate with AI-assisted tools and automation, offering feedback for enhancement of resolutions.

• Utilize QA feedback and coaching to enhance personal performance.

⛳️ Requirements

• 3–4 years of experience in SaaS technical support or similar customer-facing technical roles focused on enterprise or mission-critical software.

• Extensive practical experience managing a full caseload in ticketing or CRM systems like Salesforce Service Cloud, Zendesk, or comparable platforms against SLA targets.

• Capability to interpret browser console errors, network request logs, and basic API responses.

• Strong problem-solving abilities and skills in root-cause analysis.

• Excellent written communication skills for articulating technical issues to non-technical audiences and converting vague complaints into clear, actionable problems.

• Ability to discern when to resolve an issue versus when to proactively escalate it.

• Capacity to remain calm and professional when dealing with frustrated or high-stakes customers.

• A collaborative and customer-centric approach.

• Preferred experience in higher education or with institutional clients.

• Familiarity with system integrations and data synchronization is advantageous.

• Knowledge of API tools such as Postman or cURL is preferred.

• Basic understanding of SQL or query literacy is preferred.

• Understanding of relational databases is preferred.

🏝️ Benefits

• Healthcare, dental, and vision insurance coverage.

• Employee-only coverage with 65% to 99% of monthly premiums paid.

• Employee plus dependents coverage with 50% to 77% of monthly premiums covered.

• Mental health support through Spring Health.

• Vision benefits through XP Health.

• Family planning assistance via Carrot Fertility.

• Primary care services through One Medical.

• Health Savings Accounts (HSA).

• Flexible Spending Accounts (FSA).

• Safe Harbor 401(k) plan available from the first day of employment.

• 4% employer match on total compensation, subject to federal limits.

• Unlimited Paid Time Off.

• Remote-first work environment.

• Equity grants provided to all employees, reviewed and adjusted with promotions.

• Up to 6 weeks of Paid Bonding Leave at 100% of base salary for all parents.

• Additional 6 weeks of Paid Medical Recovery Leave at 100% of base salary for birthing parents, totaling up to 12 weeks.