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.

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.

Customer Success Engineer

Key skills