Customer Success Engineer

Responsibilities

• 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.

Requirements

• 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.
• 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.

Essential Functions

Skills, Knowledge and Expertise

Competencies

Education, Experience, and Requirements

• 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.

Benefits

• 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.

Compensation

AU$85,000 - AU$110,000 / year