Success Engineer

CollegeVine

13d•Remote

About The Position

We’re looking for a Success Engineer who will serve as the bridge between our higher education customers and our engineering teams. In this role, you’ll use your technical expertise to diagnose, troubleshoot, and resolve customer issues, ensuring our customers achieve maximum value from our platform. You’ll serve as the first escalation point for technical problems, ensuring issues are clearly defined before reaching engineering. This role is ideal for someone who thrives on solving technical puzzles, helping customers succeed, and bridging product and engineering.

Requirements

3-6 years of professional experience in technical support, information technology, customer success, or software engineering, or related fields
Demonstrated ability to independently drive complex projects directly with stakeholders
Track record of contributing to products or solutions that reached real users/customers
Strong understanding of APIs and data formats (JSON, CSV).
Ability to read and interpret logs, error messages, and simple scripts (Python/JavaScript helpful, but not required to deploy code).
Strong skills with SQL for querying and validating data.
Comfort navigating AI environments and diagnosing configuration issues.
Skilled at breaking down vague customer problems into clear, testable issues.
Excellent written/verbal communication for translating technical findings into customer-friendly explanations.
Ability to juggle multiple priorities while staying detail-oriented.
Empathetic, patient, and solutions-focused when working with customers.
Past experience in a technical customer success, solutions engineering, or advanced support role.

Responsibilities

Technical Support & Troubleshooting
Serve as the first line of technical escalation for customer issues.
Investigate, reproduce, and narrow down the root causes of reported problems.
Identify whether an issue is a product bug, a configuration issue, or a user misunderstanding before escalating to engineering with a bug report.
Customer Enablement
Guide customers through fixes when necessary.
Provide recommendations for optimizing product usage and preventing common pitfalls.
Provide SQL-based data checks and help customers validate data directly.
Cross-Functional Collaboration
Partner with engineering to hand off well-documented bug reports that are ready to be picked up by our engineering team.
Collaborate with the forward deployed and customer success teams to translate customer needs into actionable feedback.
Contribute to improving internal troubleshooting playbooks and external knowledge bases.
Continuous Improvement
Spot recurring patterns in customer challenges and propose solutions (documentation, tooling, product changes).
Share insights that help reduce support friction and improve customer satisfaction.