Customer Support Engineer

This is a Fully Remote Job
About Our Client:
Coursedog operates in the higher education technology space, addressing challenges related to outdated academic systems that hinder student success. The organization provides an Intelligent Academic Operations Platform used by over 400 colleges and universities, serving more than 3.3 million students. The platform integrates academic scheduling, curriculum and catalog management, assessment, and workflow automation to help institutions reduce administrative obstacles and improve education delivery.
About the Opportunity:
The CUSTOMER SUPPORT ENGINEER role is dedicated to managing and resolving technical support issues for higher education institutions using the platform. This position is responsible for investigating and troubleshooting configuration, data, and integration challenges, ensuring timely and effective resolution to maintain mission-critical academic operations. The role directly impacts customer satisfaction and system reliability by providing clear communication and thorough documentation throughout the support process.
Responsibilities:
Manage end-to-end resolution of support tickets within assigned coverage
Investigate and resolve configuration, data, and integration issues for higher education clients
Communicate proactively with customers regarding ticket status and resolution
Reproduce issues to identify root causes before escalation
Escalate complex cases promptly to technical or product teams
Document troubleshooting steps and solutions for team reference
Utilize AI-assisted tools and automation in daily workflows
Incorporate quality assurance feedback for continuous improvement
Requirements:
3 to 4 years of experience in SaaS technical support or similar customer-facing technical roles
Proficient in managing caseloads within ticketing or CRM systems (e.g., Salesforce Service Cloud, Zendesk) under SLA requirements
Ability to interpret browser console errors, network logs, and basic API responses
Strong troubleshooting skills focused on root cause analysis
Effective written communication for technical and non-technical audiences
Good judgment in case ownership and escalation decisions
Professional and calm demeanor when handling high-stakes or frustrated customers
Collaborative and customer-oriented approach
Pay Range and Compensation Package:
Base salary range of $75,000 to $80,000, dependent on experience and qualifications
Performance-based variable compensation component targeting total earnings of $83,000 to $88,000 upon achieving objectives
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Work arrangement
Yes