Customer Support Engineer

The Opportunity

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. You'll be responsible for investigating and resolving configuration, data, and integration issues; communicating directly with customers throughout resolution; and documenting your work clearly so teammates can pick it up seamlessly. 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

The OpportunityAs 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 customer...

What You'll Bring

• 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

You may thrive in this role if…

• You get genuine satisfaction from figuring out why something broke, not just making the symptom go away
• You don't wait to be told a ticket needs attention. If something's stalling, you're already on it
• You can hold a customer's frustration without absorbing it. You acknowledge it and move to solve the problem
• You're comfortable in systems you didn't build. Ticketing platforms, integrations, configuration layers. You learn how something works by getting your hands on it
• You document like someone else is going to need to pick up where you left off, because they will
• You'd rather be right than be first. You'll drop a theory the moment the evidence points somewhere else
• You think support is a legitimate technical craft, not a stepping stone to "a real engineering job"

Not sure if you should apply? Research shows that women and people from underrepresented backgrounds are less likely to apply unless they meet every qualification listed. At Coursedog, we're focused on finding the best person for the role, and that person may come from a non-traditional background. We encourage you to apply even if you don't meet every requirement — our evaluation focuses on your ability to thrive in this role and make an impact.