Technical Customer Success

• 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.

Customer Success Engineer

• Lead, hire, train, mentor, and develop a high-performing team
• Establish performance metrics and conduct regular 1:1s, performance reviews, and career development planning
• Own end-to-end support operations, including queue management
• Drive improvements in key support metrics such as CSAT and response times
• Act as the ultimate point of technical escalation for enterprise customers

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Customer Success Engineer

Manager, Customer Success Engineering