Customer Support Engineer

Coursedog

. Own end-to-end resolution of support tickets within assigned coverage windows .

Posted 9/22/2026full-timeRemote • United StatesMid-LevelSenior💰 $75,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in SaaS technical support with a focus on troubleshooting, root-cause analysis, and effective communication with customers. Proficient in managing support tickets, utilizing ticketing systems, and contributing to self-service content to enhance customer experience.

Highest-signal resume keywords

SaaS Technical SupportTroubleshooting SkillsSalesforce Service CloudZendeskAPI Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root-Cause AnalysisSQL LiteracyData SynchronizationConfiguration IssuesIntegration Issues

Soft Skills

Written CommunicationCustomer-First MindsetJudgment in EscalationCalm Under PressureCollaboration

Tools & Technologies

Salesforce Service CloudZendeskPostmanCURLAI-Assisted Tooling

Industry Keywords

Higher EducationEnterprise SoftwareBusiness-Critical SoftwareTicketing SystemsCRM Systems

Tech Stack

Tools & technologies

CloudSQL

About the role

Key responsibilities & impact

Own end-to-end resolution of support tickets within assigned coverage windows
Keep backlog contributions, SLAs, and average resolution time on target
Investigate and troubleshoot configuration, data, and integration issues for higher education customers using Curriculum, Scheduling, and Catalog products
Communicate directly with customers, set expectations, provide updates, and close the loop
Reproduce reported issues before escalating and identify root causes
Proactively escalate tickets requiring deeper technical or product expertise
Document work clearly for seamless teammate handoffs
Contribute self-service content to prevent repeat tickets
Work alongside AI-assisted tooling and automation and provide feedback on resolution improvements
Use QA feedback and coaching to improve performance

Requirements

What you’ll need

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 such as Salesforce Service Cloud, Zendesk, or similar against SLA targets
Ability to read browser console errors, network request logs, and basic API responses
Strong troubleshooting and root-cause analysis skills
Strong written communication skills for explaining technical problems to non-technical audiences and translating vague complaints into clear, reproducible issues
Judgment to determine when to resolve a case versus escalate it proactively
Ability to remain calm and professional with frustrated or high-stakes customers
Collaborative, customer-first mindset
Experience in higher education or with institutional customers preferred
Exposure to system integrations and data synchronization preferred
Familiarity with API tools such as Postman or cURL preferred
Basic SQL or query literacy preferred
Understanding of relational databases preferred

Benefits

Comp & perks

Healthcare, dental, and vision coverage
Employee-only coverage with 65% to 99% of monthly premiums covered
Employee plus dependents coverage with 50% to 77% of monthly premiums covered
Spring Health mental health support
XP Health vision benefits
Carrot Fertility family planning support
One Medical primary care
Health Savings Accounts (HSA)
Flexible Spending Accounts (FSA)
Safe Harbor 401(k) plan from day one of employment
4% employer match on total compensation, subject to federal limits
Unlimited Paid Time Off
Remote-first work arrangement
Equity grants for all employees, reviewed and adjusted with promotions
Up to 6 weeks of Paid Bonding Leave at 100% of base pay for all parents
Additional 6 weeks of Paid Medical Recovery Leave at 100% of base pay for birthing parents, up to 12 weeks total