[Hiring] Customer Support Engineer @Coursedog

Role Description

As a Customer Support Engineer at Coursedog, you'll own end-to-end resolution of technical support tickets for colleges and universities running mission-critical academic operations on our platform while working closely with customers, Escalation Engineers, and product teams. This role is well-suited for someone who approaches troubleshooting as a craft, takes genuine satisfaction in figuring out why something broke, and is motivated by solving real problems for institutions that depend on us.

This position offers a competitive base 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 when performance objectives are achieved.

What You'll Do

• 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.

Qualifications

• 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.

Preferred Qualifications

• Experience in higher education or working with institutional customers.
• Exposure to system integrations and how data syncs between connected platforms.
• Familiarity with API tools like Postman or cURL.
• Basic SQL or query literacy for investigating data issues directly.
• Understanding of relational databases and how data is structured behind the scenes.

Benefits

• Healthcare, Dental & Vision: Fixed contribution model promoting equity and transparency with coverage options.
• Retirement Planning: Safe Harbor 401(k) plan with a 4% employer match on total compensation.
• Paid Time Off: Unlimited Paid Time Off policy for flexibility and balance.
• Remote-First: Emphasis on flexibility and outcomes over hours.
• Equity: Participation in company equity aligned to role and tenure.
• Paid Parental Leave: Up to 12 weeks of fully paid leave for parents.