Note: The job is a remote job and is open to candidates in USA. Pathify is an innovative engagement hub focused on improving the higher education digital ecosystem. The Customer Success Engineer is responsible for providing high-quality technical support for the Pathify platform, demonstrating exceptional customer service and troubleshooting skills to promote customer success.
Responsibilities
- 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
Skills
- 3+ years of experience in a high-tier technical support, application support, or junior engineering role within a SaaS environment
- Required proficiency in reading, writing, or debugging JavaScript or other scripting languages to parse data and troubleshoot behaviors
- Strong technical background in User Provisioning, App creation, and manual validation or manipulation of JSON, XML, and CSV files
- Deep experience configuring and troubleshooting SAML SSO (such as Okta, Azure AD, or Shibboleth) alongside a strong grasp of web network protocols
- Strong problem-solving, analytical, and decision-making skills, with the ability to take appropriate action independently
- Excellent listening skills and the ability to communicate effectively, both orally and in writing, with various technical and non-technical audiences
- Ability to master multiple platforms rapidly and adapt to frequent product deployments and changing tech stacks
- Skilled at working effectively across teams, including product owners, developers, and account managers to champion user needs while respecting engineering constraints
- Creativity in thinking outside the box to present innovative ideas and solutions to colleagues and customers
- A strong drive to achieve beyond what is expected, with a demonstrated desire for continuous learning and improvement
- Prior experience in the Ed Tech/LMS sector or professional experience in higher education
- Previous experience working in a fast-paced start-up environment
Benefits
- Robust Health, Dental, and Vision insurance to keep you and your family "high-def" and healthy.
- Choose between a Flexible Spending Account (FSA) or a Health Savings Account (HSA) to keep more of your paycheck where it belongs.
- Life Insurance policy ensures you and your loved ones are always protected.
- Unlimited Paid Time Off (PTO) that you actually use.
- Parental Leave policy gives you the time you need to bond with your newest family member without the stress of "checking in."
- 401(k) plan helps you build your nest egg, and our Company Match means we’re literally putting our money where our mouth is to help you retire in style.
- Student Loan Reimbursement program helps you level up your skills, whether it's a certification or a new degree.
- Home Office Stipend: We’ll help you deck out your workspace. Whether you need an ergonomic chair or a second monitor, we’ve got your back (literally).
- Access to an Employee Assistance Program (EAP) and mental health resources, because your brain is your most important asset.
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