Customer Support Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $75k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Coursedog

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

📚 Education

☁️ SaaS

🤝 B2B

💰 $90M Private Equity Round - Coursedog on 2023-03

Education • SaaS • B2B

Coursedog is an Intelligent Academic Operations Platform that unifies how higher education institutions manage scheduling, curriculum, catalogs, assessment, and related academic processes. The cloud-native SaaS system syncs with student information systems and other campus tools in real time to streamline curriculum management, academic scheduling, faculty workload, event scheduling, assessment cycles, and catalog publishing. Coursedog is used by colleges and universities to improve operational efficiency, support student success, enable digital modernization, and provide analytics and workflow automation across academic operations.

📋 Description

• Own end-to-end resolution of support tickets within assigned coverage windows • Keep backlog contributions, SLAs, and average resolution time on target • Investigate and troubleshoot configuration, data, and integration issues for higher education customers using Curriculum, Scheduling, and Catalog products • Communicate directly with customers, set expectations, provide updates, and close the loop • Reproduce reported issues before escalating and identify root causes • Proactively escalate tickets requiring deeper technical or product expertise • Document work clearly for seamless teammate handoffs • Contribute self-service content to prevent repeat tickets • Work alongside AI-assisted tooling and automation and provide feedback on resolution improvements • Use QA feedback and coaching to improve performance

🎯 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 such as Salesforce Service Cloud, Zendesk, or similar against SLA targets • Ability to read browser console errors, network request logs, and basic API responses • Strong troubleshooting and root-cause analysis skills • Strong written communication skills for explaining technical problems to non-technical audiences and translating vague complaints into clear, reproducible issues • Judgment to determine when to resolve a case versus escalate it proactively • Ability to remain calm and professional with frustrated or high-stakes customers • Collaborative, customer-first mindset • Experience in higher education or with institutional customers preferred • Exposure to system integrations and data synchronization preferred • Familiarity with API tools such as Postman or cURL preferred • Basic SQL or query literacy preferred • Understanding of relational databases preferred

🏖️ Benefits

• Healthcare, dental, and vision coverage • Employee-only coverage with 65% to 99% of monthly premiums covered • Employee plus dependents coverage with 50% to 77% of monthly premiums covered • Spring Health mental health support • XP Health vision benefits • Carrot Fertility family planning support • One Medical primary care • Health Savings Accounts (HSA) • Flexible Spending Accounts (FSA) • Safe Harbor 401(k) plan from day one of employment • 4% employer match on total compensation, subject to federal limits • Unlimited Paid Time Off • Remote-first work arrangement • Equity grants for all employees, reviewed and adjusted with promotions • Up to 6 weeks of Paid Bonding Leave at 100% of base pay for all parents • Additional 6 weeks of Paid Medical Recovery Leave at 100% of base pay for birthing parents, up to 12 weeks total