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.

Essential Functions 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. 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.

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. 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.

At Pathify, we’re obsessed with improving the student experience—but we know we can’t do that if our own team’s experience isn't top-tier.

Perks

"; we offer a safety net and a launchpad so you can do your best work without sweating the small (or big) stuff. Here’s a look at how we take care of our own: Health & Harmony 🌿 We want you feeling your best, whether you're at your desk or out exploring the world. Comprehensive Coverage: Robust Health, Dental, and Vision insurance to keep you and your family "high-def" and healthy.

Tax-Smart Savings: Choose between a Flexible Spending Account (FSA) or a Health Savings Account (HSA) to keep more of your paycheck where it belongs. Peace of Mind: Life happens. Our Life Insurance policy ensures you and your loved ones are always protected.

Time to Recharge: We believe in unlimited Paid Time Off (PTO) that you actually use. Whether it's a beach, a mountain, or a couch, go find your happy place.