Senior Customer Success Engineer

Essential Functions

• Own the troubleshooting of SAML SSO configurations and API-driven integrations for live customers.
• 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.
• 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

Competencies

• 
  A proven ability to “hold the room” with senior university leaders, including strong presentation and public speaking proficiency.
• Robust 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, sales engineering, 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.
• Ability to configure and troubleshoot 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.
• Must reside in Australia
• Must be authorized to work in Australia
• Must be able to travel within Australia
• Ability to travel domestically frequently and internationally once per year