Customer Support Engineer
New
C
CoursedogEdTech
United StatesFull-TimeMiddle
SalaryBase salary between $75,000 - $80,000, based on experience and qualifications. The role also includes a performance-based variable compensation component, bringing total on-target earnings (OTE) to $83,000 - $88,000
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Job Details
- Experience
- 3–4 years
- Required Skills
- SQLRESTful APIsZendeskPostmanTroubleshooting
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 (Salesforce Service Cloud, Zendesk, or similar) against SLA targets
- Ability to read browser console errors, network request logs, and basic API responses to identify where failures are actually occurring
- Strong troubleshooting instinct: you ask root cause questions, rule out the obvious, and confirm fixes work before closing cases
- Strong written communication skills—you can explain technical problems to non-technical audiences and translate vague customer complaints into clear, reproducible issues
- Sound judgment to know when a case is genuinely yours to solve versus when it needs escalation, with the discipline to make that call proactively
- Demonstrated ability to stay calm and professional with frustrated or high-stakes customers without getting defensive or over-apologizing
- A collaborative, customer-first mindset and sound judgment
Responsibilities
- Own end-to-end resolution of support tickets within your assigned coverage window, keeping contributions to backlog, SLAs, and average resolution time on target
- Investigate and troubleshoot configuration, data, and integration issues for higher ed customers using Coursedog's Curriculum, Scheduling, and Catalog products
- Communicate directly with customers throughout a ticket: set expectations, give real updates, and close the loop
- Reproduce reported issues yourself before escalating, moving beyond symptom description to actual root cause
- Escalate tickets that need deeper technical or product expertise, and do it proactively before a case stalls
- Document your work clearly enough that a teammate could pick it up cold and contribute self-service content that prevents solved issues from becoming repeat tickets
- Work fluently alongside AI-assisted tooling and automation in your daily workflow, and provide real feedback on what's speeding up resolution
- Take QA feedback and coaching as inputs to improve, treating them as growth opportunities rather than scorecards
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