Customer Success Engineer

🔥 13 hours ago

🇦🇺 Australia – Remote

💵 AU$85k - AU$110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

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Pathify

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

💼 Consulting

📣 Marketing

📦 Logistics

💰 $25M Private Equity Round - Pathify on 2025-02

Consulting • Marketing • Logistics

Pathify is a Campus Experience Platform (CXP) that provides a unified, system-agnostic digital hub for higher education institutions. It connects prospects, students, alumni, faculty, staff and parents, centralizing campus systems, resources and communities into a single web and mobile experience. Pathify’s SaaS solutions — including portals for prospects, communities, alumni, a digital wallet, chatbots, integrations and analytics — aim to improve student engagement, retention and institutional efficiency.

📋 Description

• Provide high-quality, comprehensive technical support for the Pathify platform. • Diagnose, debug, and resolve complex application, integration, and data issues escalated beyond Tier 2. • Own troubleshooting of SAML SSO configurations and API-driven integrations for live customers. • Read and interpret JavaScript, scripting languages, and system logs to identify root causes. • Diagnose authentication flows, API calls, and system interoperability challenges. • Manage and validate file provisioning workflows involving CSV, JSON, XML, and secure SFTP transfers. • Provide first-line technical coverage during Australian and New Zealand business hours. • Participate in the global rotation for engineering-level responses to critical customer-reported issues. • Serve as implementation lead for newly signed institutions, owning functional and adoption consulting through technical configuration and go-live. • Provide technical sales support with regional Account Executives for key opportunities. • Partner with US-based support team and future UK-based resources to provide 24/7 customer care. • Report to the Support Team Lead based in the US.

🎯 Requirements

• 3+ years of experience in high-tier technical support, application support, implementation consulting, or a 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 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. • Proven success in customer-facing roles such as technical support, implementation, solutions consulting, or technical account management. • Project management skills, including the ability to manage client onboarding timelines, run kickoff meetings, and manage customer expectations. • Excellent listening skills and the ability to communicate effectively, both orally and in writing, with various technical and non-technical audiences. • Strong presentation skills geared around functional and technical training. • 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. • An ability to operate independently without managerial support outside standard US business hours. • Prior experience in the Ed Tech/LMS sector or professional experience in higher education is a plus. • Previous experience working in a fast-paced start-up environment is preferred.

🏖️ Benefits

• Competitive salary of AU$85,000-$110,000 base + super • Supplemental Healthcare Coverage • Work remotely from anywhere in Australia • The opportunity to solve complex problems across a broad and modern technology stack • Exposure to rapidly evolving technologies including AI, foundation models and agent workflows