Customer Support Engineer

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. You'll work closely with customers, Escalation Engineers, and product teams, investigating and resolving configuration, data, and integration issues. Your responsibilities include communicating directly with customers throughout the resolution process, documenting your work clearly, and ensuring seamless handoffs to teammates.

The role is ideal for someone who approaches troubleshooting as a craft, takes satisfaction in solving real problems, and is motivated by helping institutions that depend on the platform. This position offers a competitive base salary between $75,000 - $80,000, with 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, focusing on root cause rather than symptom description
• Escalate tickets requiring deeper technical or product expertise, doing so proactively before a case stalls
• Document your work clearly so teammates can pick it up seamlessly and contribute self-service content to prevent repeat issues
• Work fluently alongside AI-assisted tooling and automation, providing feedback on what speeds up resolution
• Take QA feedback and coaching as growth opportunities

Requirements

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 (e.g., Salesforce Service Cloud, Zendesk) against SLA targets
• Ability to read browser console errors, network request logs, and basic API responses to identify failures
• Strong troubleshooting instinct: ask root cause questions, rule out obvious issues, and confirm fixes work before closing cases
• Strong written communication skills to explain technical problems to non-technical audiences and translate vague complaints into clear, reproducible issues
• Sound judgment to determine when a case is solvable versus needing escalation, with proactive discipline
• Demonstrated ability to stay calm and professional with frustrated or high-stakes customers
• A collaborative, customer-first mindset and sound judgment

Preferred Qualifications

• Experience in higher education or working with institutional customers
• Exposure to system integrations and 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 data structure

You may thrive in this role if...

• You get satisfaction from figuring out why something broke, not just making symptoms disappear
• You proactively address stalled tickets without waiting for instructions
• You handle customer frustration professionally, focusing on solutions
• You're comfortable troubleshooting systems you didn’t build, like ticketing platforms and integrations
• You document work assuming someone else will need to pick it up
• You prioritize being right over being first, adjusting based on evidence
• You view support as a legitimate technical craft

Research shows that women and people from underrepresented backgrounds are less likely to apply unless they meet every qualification. At Coursedog, we focus on finding the best person for the role, regardless of background. We encourage you to apply even if you don’t meet every requirement.

Benefits

About Coursedog

Coursedog’s mission is to break down barriers to student success. Founded by former college students frustrated by outdated academic systems, the platform empowers higher ed administrators to deliver exceptional educational experiences. Trusted by 400+ colleges and universities serving over 3.3 million students, Coursedog combines academic scheduling, curriculum and catalog management, assessment, and workflow automation to adapt to each institution’s unique needs.

Coursedog is a remote-first, fast-growing company and a Forbes Top 500 U.S. Startup Employer, prioritizing engagement, ownership, and impact.

Working at Coursedog

Healthcare, Dental & Vision

Coursedog follows a fixed contribution model for equity and transparency. Every employee receives the same annual dollar amount for medical, dental, and vision coverage, allowing flexibility to choose plans fitting individual needs. Coverage ranges from 65% to 99% for employee-only plans and 50% to 77% for employee plus dependents.

Partners include Aetna and Guardian, with access to wellness programs like Spring Health (mental health), XP Health (vision), Carrot Fertility (family planning), and One Medical (primary care). Pre-tax savings through Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) are also supported.

Retirement Planning

Coursedog offers a Safe Harbor 401(k) plan from day one, providing a 4% employer match on total compensation for employees contributing to a tax-advantaged retirement account.

Paid Time Off

Coursedog offers an unlimited Paid Time Off policy, trusting employees to manage their time responsibly for sustained excellence and personal well-being.

Remote-First Since Inception

Coursedog is a remote-first organization, emphasizing flexibility, outcomes over hours, and transparency. The culture is built for distributed work, empowering employees to work where and how they thrive.

Equity

All employees participate in company equity aligned to their role and tenure, with grants reviewed and adjusted during promotions to reflect evolving impact.

Paid Parental Leave

Coursedog supports all parents with up to 6 weeks of Paid Bonding Leave at 100% of base pay. Birthing parents receive an additional 6 weeks of Paid Medical Recovery Leave, totaling up to 12 weeks of fully paid leave.