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Customer Success Engineer

Posted 10 days agoViewed

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💎 Seniority level: Senior, Minimum 5+ years

💸 Salary: 115000.0 - 135000.0 USD per year

🔍 Industry: Education / EdTech

🗣️ Languages: English

⏳ Experience: Minimum 5+ years

Requirements:
  • Minimum 5+ years’ experience in technical customer support in a client-facing role.
  • Experience with modern web and app development technologies, and thorough understanding of the software development lifecycle.
  • Bachelor's degree preferred, with Education or EdTech experience being a plus.
  • Strong troubleshooting skills, knowledge of SQL and database concepts.
  • Understanding of EdTech rostering methods and familiarity with SaaS architecture.
  • Adaptability in a fast-paced environment and ability to quickly learn new product features.
  • Excellent internal communication and collaboration skills.
  • Empathy and customer focus in balancing internal technical considerations with customer needs.
  • Self-directed and proactive approach to driving escalations to resolution.
  • Familiarity with ticketing and CRM tools and experience within Agile development methodologies.
Responsibilities:
  • Own and drive escalated technical issues to resolution, collaborating with Product Management, Product Development, QA, and Support teams.
  • Monitor, prioritize, and advocate for escalated JIRA issues, ensuring timely and high-quality outcomes.
  • Coordinate internal communications on crucial support cases while keeping the front-facing contacts for the customer informed.
  • Continuously improve internal processes to streamline escalations and increase customer satisfaction.
  • Maintain deep knowledge of the product ecosystem to effectively diagnose and resolve escalated issues.
  • Partner with internal teams to ensure all cases are well-documented and tracked.
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