Customer Success Engineer

Summary

Join Age of Learning's Engineering team as a Customer Success Engineer, providing expert technical support to key accounts. You will act as a technical escalation partner, resolving complex issues, managing JIRAs, and collaborating with various teams. This role requires deep technical expertise, software development experience, and excellent communication skills. You will ensure efficient and expert responses to technical challenges while maintaining a streamlined process. The ideal candidate will possess strong troubleshooting skills and a customer-centric approach. This position offers a competitive salary and comprehensive benefits package.

Requirements

• Minimum 5+ years’ experience in technical customer support in a client-facing role
• Experience with modern web and app development technologies, and a thorough understanding of the software development lifecycle
• Ability to travel occasionally for team meetings or onsite discovery, though most work will be performed remotely and internally
• Strong troubleshooting skills and knowledge of SQL and database concepts
• Understanding of EdTech rostering methods (e.g., Clever, ClassLink) and familiarity with SaaS architecture, web browsers, networking principles, and hardware device support
• Adaptability in a fast-paced environment, with a proven ability to quickly learn new product features and technical nuances
• Excellent internal communication and collaboration skills, ensuring clear handoffs, timely updates, and a high level of follow-through
• Empathy and customer focus, balancing internal technical considerations with the urgency and importance of customer needs—even though the customer-facing relationship remains managed by Technical Implementation
• Self-directed and proactive approach, capable of independently driving escalations to resolution
• Familiarity with ticketing and CRM tools (preferably Zendesk) and experience working within Agile or similar development methodologies

Responsibilities

• Own and drive escalated technical issues to resolution, collaborating with Product Management, Product Development, QA, and Support teams to ensure timely, high-quality outcomes
• Monitor, prioritize, and advocate for escalated JIRA issues (including those originating from Customer Care and TIS), ensuring that low and medium-priority tasks do not stall and are reprioritized based on customer need and urgency
• Coordinate communications on crucial support cases internally, ensuring TIS and other stakeholders are kept informed of the status and next steps, but remain the front-facing contacts for the customer
• Continuously improve and refine internal processes, helping to streamline escalations and reduce friction, ultimately increasing customer satisfaction and reducing time-to-value
• Maintain deep knowledge of the product ecosystem—including rostering methods, data integrations, and application functionality—to effectively diagnose, troubleshoot, and guide the resolution of escalated issues
• Partner closely with internal teams (Support, Product, Development, QA) to ensure all escalated cases are well-documented, tracked, and resolved efficiently
• Provides technical support to customers via phone, chat, email, video conferencing, and other channels
• Expert in latest hardware, software, and networking technologies

Preferred Qualifications

Bachelor's degree preferred, with Education or EdTech experience a plus

Benefits

• 90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums
• A 401(k) program with employer match
• 15 paid vacation days (increases to 20 days on your 3rd anniversary), 12 observed national paid holidays, and 9 sick days
• Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions