Customer Support Engineer

Summary

Coursedog provides an Intelligent Academic Operations Platform for colleges and universities. The Customer Support Engineer owns end-to-end resolution of technical support tickets, investigating configuration, data, and integration issues, communicating with customers, escalating complex cases, and documenting solutions.

Responsibilities

• Own end-to-end resolution of support tickets within your assigned coverage window, keeping contributions to backlog, SLAs, and average resolution time on target
• Investigate and troubleshoot configuration, data, and integration issues for higher ed customers using Coursedog's Curriculum, Scheduling, and Catalog products
• Communicate directly with customers throughout a ticket: set expectations, give real updates, and close the loop
• Reproduce reported issues yourself before escalating, moving beyond symptom description to actual root cause
• Escalate tickets that need deeper technical or product expertise, and do it proactively before a case stalls
• Document your work clearly enough that a teammate could pick it up cold and contribute self-service content that prevents solved issues from becoming repeat tickets
• Work fluently alongside AI-assisted tooling and automation in your daily workflow, and provide real feedback on what's speeding up resolution
• Take QA feedback and coaching as inputs to improve, treating them as growth opportunities rather than scorecards

Skills

• 3–4 years in SaaS technical support or equivalent customer-facing technical roles supporting enterprise or business-critical software
• Extensive hands-on experience managing a full caseload within ticketing or CRM systems (Salesforce Service Cloud, Zendesk, or similar) against SLA targets
• Ability to read browser console errors, network request logs, and basic API responses to identify where failures are actually occurring
• Strong troubleshooting instinct: you ask root cause questions, rule out the obvious, and confirm fixes work before closing cases
• Strong written communication skills—you can explain technical problems to non-technical audiences and translate vague customer complaints into clear, reproducible issues
• Sound judgment to know when a case is genuinely yours to solve versus when it needs escalation, with the discipline to make that call proactively
• Demonstrated ability to stay calm and professional with frustrated or high-stakes customers without getting defensive or over-apologizing
• A collaborative, customer-first mindset and sound judgment
• Experience in higher education or working with institutional customers
• Exposure to system integrations and how data syncs between connected platforms
• Familiarity with API tools like Postman or cURL
• Basic SQL or query literacy for investigating data issues directly
• Understanding of relational databases and how data is structured behind the scenes

Qualifications

Must Haves

• 3–4 years in SaaS technical support or equivalent customer-facing technical roles supporting enterprise or business-critical software
• Extensive hands-on experience managing a full caseload within ticketing or CRM systems (Salesforce Service Cloud, Zendesk, or similar) against SLA targets
• Ability to read browser console errors, network request logs, and basic API responses to identify where failures are actually occurring
• Strong troubleshooting instinct: you ask root cause questions, rule out the obvious, and confirm fixes work before closing cases
• Strong written communication skills—you can explain technical problems to non-technical audiences and translate vague customer complaints into clear, reproducible issues
• Sound judgment to know when a case is genuinely yours to solve versus when it needs escalation, with the discipline to make that call proactively
• Demonstrated ability to stay calm and professional with frustrated or high-stakes customers without getting defensive or over-apologizing
• A collaborative, customer-first mindset and sound judgment

Nice to Haves

• Experience in higher education or working with institutional customers
• Exposure to system integrations and how data syncs between connected platforms
• Familiarity with API tools like Postman or cURL
• Basic SQL or query literacy for investigating data issues directly
• Understanding of relational databases and how data is structured behind the scenes

Benefits

• Medical, dental, and vision coverage with company contributions ranging from 99% to 65% of monthly premiums for employee-only coverage and 77% to 50% for employee-plus-dependents coverage, depending on the selected coverage level.
• Spring Health mental health support.
• XP Health vision benefits.
• Carrot Fertility family planning support.
• One Medical primary care.
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• Safe Harbor 401(k) plan from day one of employment.
• A 4% employer match on total compensation, subject to federal limits, for employees contributing to a tax-advantaged retirement account.
• Unlimited Paid Time Off.
• Remote-first work with flexibility to work where and how you thrive best.
• Equity grants for all employees, aligned to role and tenure, reviewed and adjusted with promotions.
• Up to 6 weeks of Paid Bonding Leave at 100% of base pay for all parents following the birth, adoption, or foster placement of a child.
• Birthing parents receive an additional 6 weeks of Paid Medical Recovery Leave at 100% of base pay, for a total of up to 12 weeks of fully paid leave following childbirth.