Customer Success Engineer
Pathify•Greenwood Village, CO
About The Position
The Customer Success Engineer is responsible for providing high-quality, comprehensive technical support for the Pathify platform. In this dynamic role, you'll need to demonstrate exceptional customer service and troubleshooting skills. A passion for problem-solving, technology, and helping others is essential to promote customer success.
Requirements
- 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.
Nice To Haves
- Prior experience in the Ed Tech/LMS sector or professional experience in higher education is preferred.
- Previous experience working in a fast-paced start-up environment is preferred.
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.
Benefits
- Comprehensive Coverage: Robust Health, Dental, and Vision insurance
- Tax-Smart Savings: Choose between a Flexible Spending Account (FSA) or a Health Savings Account (HSA)
- Life Insurance policy
- Unlimited Paid Time Off (PTO)
- Parental Leave policy
- 401(k) plan
- Company Match
- Student Loan Reimbursement program
- Home Office Stipend
- Wellness & Mental Health (Bonus!): Access to an Employee Assistance Program (EAP) and mental health resources
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
