Customer Support Engineer

3 hours, 40 minutes ago
Full-time
Mid Level
Customer and Technical Support
Coursedog

Coursedog

Coursedog is an Intelligent Academic Operations Platform founded in 2018 by Columbia University computer science students Justin Wenig and Nick Diao. Based in New York, the company focuses on enhancing academic operations within higher education institutions. Coursedog aims to improve student success by modernizing processes that facilitate course enrollment and timely graduation. The platform offers a range of services, including cloud-based academic and event scheduling, curriculum management, online catalogs, assessment and reporting tools, workflow automation, and real-time data integration. These features help educational institutions streamline operations and make data-driven decisions. Coursedog serves over 300 educational institutions, including notable universities like Columbia University, Stanford, and BYU, as well as community colleges and professional schools. The platform supports students by providing easier access to course information and scheduling, ultimately promoting on-time program completion and operational efficiency for institutions.

information technology & services
51-200
Founded 2018
$111M raised

Description

  • Own end-to-end resolution of support tickets within assigned coverage windows while meeting backlog, SLA, and resolution-time targets.
  • Investigate and troubleshoot configuration, data, and integration issues across Coursedog’s Curriculum, Scheduling, and Catalog products.
  • Communicate with customers throughout the resolution process, setting expectations, providing updates, and closing the loop.
  • Reproduce reported issues and investigate root causes before escalating cases.
  • Proactively escalate issues requiring deeper technical or product expertise.
  • Document investigations and resolutions clearly for seamless teammate handoffs.
  • Create self-service content to help prevent recurring support issues.
  • Use AI-assisted tools and automation in daily workflows and provide feedback on their effectiveness.
  • Apply QA feedback and coaching to improve support performance.

Requirements

  • 3–4 years of experience in SaaS technical support or equivalent customer-facing technical roles supporting enterprise or business-critical software.
  • Extensive experience managing a full ticket caseload in Salesforce Service Cloud, Zendesk, or a similar ticketing or CRM system against SLA targets.
  • Ability to interpret browser console errors, network request logs, and basic API responses.
  • Strong root-cause troubleshooting skills, including validating fixes before closing cases.
  • Strong written communication skills and ability to explain technical issues to nontechnical audiences.
  • Sound judgment about when to resolve issues independently and when to escalate proactively.
  • Ability to remain calm and professional with frustrated or high-stakes customers.
  • Collaborative, customer-first mindset.
  • Higher education or institutional customer experience preferred.
  • Experience with integrations, Postman or cURL, basic SQL, and relational databases preferred.

Benefits

  • Base salary of $75,000–$80,000 plus performance-based compensation; total OTE of $83,000–$88,000.
  • Medical, dental, and vision coverage with employer contributions, plus HSA and FSA options.
  • Mental health, vision, fertility, and primary care support programs.
  • Safe Harbor 401(k) with a 4% employer match.
  • Unlimited paid time off.
  • Remote-first work environment.
  • Company equity grants, with adjustments tied to promotions.
  • Up to 12 weeks of fully paid parental leave, including bonding and medical recovery leave.

Interested in this position?

Apply directly on the company website

Apply Now

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