Lead customers through all technical setup and configuration tasks and ensure each item is completed accurately and on time
Serve as the primary technical and training contact for customers and internal stakeholders throughout the implementation
Configure and troubleshoot user provisioning and flat file configurations, SSO configurations such as SAML, LMS and SIS integrations, and API-based applications
Review and interpret scripting and configuration languages such as JavaScript, JSON, HTML, and CSS to identify and resolve issues
Perform thorough initial troubleshooting before escalating a technical concern and follow established procedures when escalation is required
Travel to customer locations when in-person work is needed (generally less than 20%)
Deliver clear and engaging training sessions for both technical and non-technical customer teams to help them become confident users of the Pathify platform
Explain technical concepts such as the basics of Pathify’s middleware, how user provisioning is structured, and the wide variety of integrations commonly used in higher education
Update training materials or implementation resources when assigned or when improvements are identified
Adjust communication and teaching style based on the customer’s experience level and learning needs
Provide best-practice recommendations by understanding the customer’s vision, goals, and intended student experience, and guide them toward approaches that strengthen platform adoption and engagement
Build positive, professional relationships with customers and represent the Implementation team with clarity and respect
Work closely with the Project Manager to ensure aligned progress, shared updates, and accurate customer expectations
Document technical configurations, task completion, and status updates to support continuity and long-term customer success
Collaborate with Implementation, Support, Product, and other internal teams as needed to ensure a smooth customer experience
Follow all internal operational guidelines and expectations
Identify and communicate customer needs, risks, or recurring issues to the appropriate internal teams
Perform other duties as needed to support customer success and Pathify’s goals
Requirements
Bachelor’s degree in a technical field such as Information Systems, Computer Science, or a related discipline, or equivalent practical experience
Three to five years of experience in a technical, customer-facing implementation or consulting role
Comfortable reading and working with XML, HTML, CSS, JavaScript, JSON, and SQL to support configuration and troubleshooting
Skilled in configuring SAML SSO, implementing LMS/SIS or comparable integrations, managing user-provisioning processes, and working with API-driven connections
Understanding of basic middleware concepts and how data flows between connected systems
Experience working in higher education and/or startup environments is beneficial