Customer Success EngineerPathify • Greenwood Village, CO, US
Customer Success Engineer
Pathify • Greenwood Village, CO, US
[job_card.variable_hours_ago]
[job_preview.job_type]
- [job_card.permanent]
[job_card.job_description]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 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. 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
Job Description
Job Description
Description
The 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 :
Education, Experience, and Requirements :
Benefits
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