Customer Support Engineer

Coursedog

25d•$83,000 - $88,000•Remote

About The Position

As a Customer Support Engineer at Coursedog, you'll own end-to-end resolution of technical support tickets for colleges and universities running mission-critical academic operations on our platform while working closely with customers, Escalation Engineers, and product teams. You'll be responsible for investigating and resolving configuration, data, and integration issues; communicating directly with customers throughout resolution; and documenting your work clearly so teammates can pick it up seamlessly. This role is well-suited for someone who approaches troubleshooting as a craft, takes genuine satisfaction in figuring out why something broke, and is motivated by solving real problems for institutions that depend on us.

Requirements

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

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

Benefits

Competitive base salary between $75,000 - $80,000
Performance-based variable compensation component, bringing total on-target earnings (OTE) to $83,000 - $88,000
Healthcare, Dental & Vision
Fixed contribution model for medical, dental, and vision coverage
Company covers 99% to 65% of monthly premiums for employee-only coverage
Company covers 77% to 50% of monthly premiums for employee plus dependents
Partnership with Aetna and Guardian
Access to wellness and support programs: Spring Health (mental health support), XP Health (vision benefits), Carrot Fertility (family planning support), One Medical (primary care)
Pre-tax savings through Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
Safe Harbor 401(k) plan from day one of employment
4% employer match on total compensation for employees contributing to a tax-advantaged retirement account
Unlimited Paid Time Off policy
Remote-First Since Inception
Equity in the company aligned to role and tenure
Paid Parental Leave: up to 6 weeks of Paid Bonding Leave at 100% of base pay
Additional 6 weeks of Paid Medical Recovery Leave at 100% of base pay for birthing parents