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Better technology. Better experience. Happier students.
The Role
Provide advanced technical support and troubleshooting for the Pathify SaaS platform, resolving complex application, integration, SAML SSO, and data issues. Diagnose API integrations, file provisioning (CSV/JSON/XML) and SFTP workflows, read/debug JavaScript and logs, collaborate with engineering to document architecture and recommend product improvements, and communicate technical details clearly to university stakeholders. Participate in a 24/7 on-call rotation for critical incidents.
Summary Generated by Built In
The Customer Success Engineer is responsible for providing high-quality, comprehensive technical support for the Pathify platform. In this dynamic role, you'll need to demonstrate exceptional customer service and troubleshooting skills. A passion for problem-solving, technology, and helping others is essential to promote customer success.
Key Responsibilities
Essential Functions
- 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.
Skills, Knowledge and Expertise
- Strong problem-solving, analytical, and decision-making skills, with the ability to take appropriate action independently.
- Excellent listening skills and the ability to communicate effectively, both orally and in writing, with various technical and non-technical audiences.
- Ability to master multiple platforms rapidly and adapt to frequent product deployments and changing tech stacks.
- Skilled at working effectively across teams, including product owners, developers, and account managers to champion user needs while respecting engineering constraints.
- Creativity in thinking outside the box to present innovative ideas and solutions to colleagues and customers.
- A strong drive to achieve beyond what is expected, with a demonstrated desire for continuous learning and improvement.
- 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.
Benefits
At Pathify, we’re obsessed with improving the student experience—but we know we can’t do that if our own team’s experience isn't top-tier. We don't just offer "perks"; we offer a safety net and a launchpad so you can do your best work without sweating the small (or big) stuff.
Here’s a look at how we take care of our own:
Health & Harmony 🌿
Here’s a look at how we take care of our own:
Health & Harmony 🌿
We want you feeling your best, whether you're at your desk or out exploring the world.
Comprehensive Coverage: Robust Health, Dental, and Vision insurance to keep you and your family "high-def" and healthy.
Tax-Smart Savings: Choose between a Flexible Spending Account (FSA) or a Health Savings Account (HSA) to keep more of your paycheck where it belongs.
Comprehensive Coverage: Robust Health, Dental, and Vision insurance to keep you and your family "high-def" and healthy.
Tax-Smart Savings: Choose between a Flexible Spending Account (FSA) or a Health Savings Account (HSA) to keep more of your paycheck where it belongs.
Peace of Mind: Life happens. Our Life Insurance policy ensures you and your loved ones are always protected.
Time to Recharge: We believe in unlimited Paid Time Off (PTO) that you actually use. Whether it's a beach, a mountain, or a couch, go find your happy place.
Growing Families: Our Parental Leave policy gives you the time you need to bond with your newest family member without the stress of "checking in."
Wealth & Wisdom 💰
Wealth & Wisdom 💰
We’re invested in your future just as much as you are.
Future-Proofing: Our 401(k) plan helps you build your nest egg, and our Company Match means we’re literally putting our money where our mouth is to help you retire in style.
Never Stop Learning: We’re in EdTech, after all! Our Student Loan Reimbursement program helps you level up your skills, whether it's a certification or a new degree.
The Pathify Lifestyle 🏠
The Pathify Lifestyle 🏠
Since we’re a modern team, we make sure your daily "office" life is actually enjoyable.
Home Office Stipend: We’ll help you deck out your workspace. Whether you need an ergonomic chair or a second monitor, we’ve got your back (literally).
Wellness & Mental Health (Bonus!): Access to an Employee Assistance Program (EAP) and mental health resources, because your brain is your most important asset.
The Bottom Line: We’re building the future of higher education, and we want you to have a blast while doing it. If you’re looking for a place that treats you like a human first and an employee second, you’ve found it.
About
It’s time to change the way we think about the higher ed digital ecosystem. The truth is, there’s a massive void at the center of the higher ed digital ecosystem because there’s no centralized user experience unifying everything. Pathify is an innovative engagement hub that delivers a dynamic, personalized, and centralized experience to every user on any device. No more searching aimlessly for the right information. Pathify actively surfaces the personalized info and tools each user needs, from any school system. Create a clear path to student success and enrich your school identity with a meaningful and engaging digital campus experience — for the entire student lifecycle. Better technology and a better experience = happier students.
Skills Required
- 3+ years in high-tier technical support, application support, or junior engineering role within a SaaS environment
- Proficiency reading, writing, or debugging JavaScript or other scripting languages
- Strong technical background in user provisioning, app creation, and manual validation/manipulation of JSON, XML, and CSV files
- Deep experience configuring and troubleshooting SAML SSO (Okta, Azure AD, Shibboleth) and strong grasp of web network protocols
- Experience diagnosing and resolving API-driven integrations and reading system logs to troubleshoot platform behavior
- Experience managing and validating complex file provisioning workflows, including secure automated transfers via SFTP
- Participation in scheduled rotation to provide 24/7/365 first-line engineering response for Severity 1 issues
- Prior experience in EdTech/LMS or professional experience in higher education
- Previous experience working in a fast-paced startup environment
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The Company
What We Do
Obsessed with making great technology while developing incredible long-term relationships with customers, Pathify remains hyper-focused on creating stellar experiences across the entire student lifecycle — from prospects to alumni. Delivering cloud-based, integration-friendly technology designed to drive engagement, Pathify pushes personalized information, content, and resources to the right people, at the right time — on any device. Led by a team of former higher ed executives, builders, and technology leaders, the Pathify team focuses every day on the core values of Impact, Wit, Contrast, Technique and Care.
Why Work With Us
The Pathify team focuses every day on improving the student experience. We make a positive impact every day on the lives of millions of students. And we have a ton of fun doing it. We offer all the perks you've come to expect from an innovative tech company paired with incredible opportunities for learning, professional development and growth.
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