The Customer Success Engineer (CSE) is a hybrid, Swiss army knife role primarily responsible for providing high-quality, comprehensive technical support for the Pathify platform. As Pathify continues to scale across the globe, they will join the US based support team (and in the future UK based resources) to provide 24/7 care and support to Pathify’s growing customer base. Reporting to the Support Team Lead based in the US, this is a founding Customer Success role in the APAC region with plenty of room for growth.
Once onboarded and trained in support, secondary responsibilities will grow to include partnering with Sales on the scoping and delivery of implementations in-region. This will include regularly connecting via Zoom or on-site meetings to guide functional and adoption consulting alongside the technical light-up and integration of the platform — from kickoff through go-live.
In this dynamic role, the CSE must demonstrate exceptional customer service and troubleshooting skills along with a high degree of adaptability and flexibility. A passion for problem-solving, technology and helping others is essential to promote customer success and expansion.
Essential Functions
- Diagnose, debug, and resolve complex application, integration, and data issues escalated beyond Tier 2.
- Own the troubleshooting of SAML SSO configurations and API-driven integrations for live customers.
- Read and interpret JavaScript, scripting languages, and system logs to pinpoint the root cause of unexpected platform behavior.
- Diagnose authentication flows, API calls, and system interoperability challenges, teaching colleagues your approach as you go.
- Manage and validate complex file provisioning workflows, including structured data files (CSV, JSON, XML) and secure automated transfers via SFTP.
- Provide first-line technical coverage during Australian and New Zealand business hours, serving as the in-region escalation point for regional customers.
- Participate in the global rotation providing engineering-level response for critical customer-reported issues
- Serve as implementation lead for newly signed institutions in-territory, owning functional and adoption consulting alongside the technical configuration throughout.
- For key opportunities, provide technical sales support in conjunction with regional Account Executives.
Competencies
- Strong problem-solving, analytical, and decision-making skills, with the ability to take appropriate action independently.
- Proven success in customer-facing roles such as technical support, implementation, solutions consulting, or technical account management.
- Project management skills, including the ability to manage client onboarding timelines, run kickoff meetings, and manage customer expectations.
- Excellent listening skills and the ability to communicate effectively, both orally and in writing, with various technical and non-technical audiences.
- Strong presentation skills geared around functional and technical training.
- Ability to master multiple platforms rapidly and adapt to frequent product deployments and changing tech stacks.
- Skilled at working effectively across teams, including product owners, developers, and account managers to champion user needs while respecting engineering constraints.
- Creativity in thinking outside the box to present innovative ideas and solutions to colleagues and customers.
- A strong drive to achieve beyond what is expected, with a demonstrated desire for continuous learning and improvement.
- An ability to operate independently without managerial support outside standard US business hours.
Education, Experience, and Requirements
- 3+ years of experience in high-tier technical support, application support, implementation consulting, or a junior engineering role within a SaaS environment
- Required proficiency in reading, writing, or debugging JavaScript or other scripting languages to parse data and troubleshoot behaviors.
- Strong technical background in User Provisioning and manual validation or manipulation of JSON, XML, and CSV files.
- Deep experience configuring and troubleshooting SAML SSO (such as Okta, Azure AD, or Shibboleth) alongside a strong grasp of web network protocols.
- Prior experience in the Ed Tech/LMS sector or professional experience in higher education is a plus.
- Previous experience working in a fast-paced start-up environment is preferred.
- Competitive salary of AU$85,000-$110,000 base + super
- Supplemental Healthcare Coverage
- Work remotely from anywhere in Australia
- The opportunity to solve complex problems across a broad and modern technology stack
- Exposure to rapidly evolving technologies including AI, foundation models and agent workflows
Pathify sells the best Campus Experience Platform in the world. This is a system which provides a perfectly equivalent mobile and browser experience for students, staff and administrators in higher education, fronted by a conversational interface. We prize security and accessibility and consolidate information and functionality from over one hundred backend systems to our single user experience.