Customer Success Engineer

Customer Success Engineer

Department: Customer Success

Employment Type: Full Time

Location: Remote/Denver, CO Preferred

Compensation: $70,000 - $115,000 / year

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.

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.

• 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.

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.

• Health & Harmony – Comprehensive Coverage:
  Robust Health, Dental, and Vision insurance to keep you and your family 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 Insurance policy ensures you and your loved ones are always protected.
• Time to Recharge – Unlimited Paid Time Off (PTO) that you actually use.
• Growing Families – Parental Leave policy gives you the time you need to bond with your newest family member without the stress of "checking in."
• Future-Proofing – 401(k) plan with Company Match to help you build your nest egg.
• Never Stop Learning – Student Loan Reimbursement program to help you level up your skills.
• Home Office Stipend – Help with workspace setup.
• Wellness & Mental Health (Bonus!) – Employee Assistance Program and mental health resources.

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.