Customer Support Consultant
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Job Description
Customer Support Consultant resolving complex SaaS support issues for Modern Campus, which serves colleges and universities. Troubleshooting cloud applications and mentoring support specialists.
Responsibilities:
- Own end-to-end resolution of moderately to highly complex customer support tickets across the Modern Campus product portfolio
- Provide Tier 2 and Tier 3 application support beyond basic Tier 1 troubleshooting
- Evaluate troubleshooting options and select appropriate approaches based on customer context
- Build trusted customer relationships as the primary support contact
- Communicate workarounds, status updates, root causes, and resolution schedules
- Maintain advanced product and process knowledge, including business workflows and customer use cases
- Use SQL queries, application logs, and sandbox environments to reproduce and troubleshoot issues
- Collaborate with technical teams on environment, networking, certificate, access, build, and deployment-related issues
- Mentor Customer Support Specialists and Associate Customer Support Specialists through ticket reviews, pairing, and structured feedback
- Coordinate customer projects and resolutions with Development, QA, Implementation, and Product teams
- Document case information in Zendesk and contribute to knowledge base and internal documentation
- Integrate AI and modern tooling into support execution where valuable
- Contribute to customer transitions from implementation to live production support
- Surface customer-reported issues and patterns to product management
Requirements:
- 4+ years of customer-facing technical or software support experience, ideally in a SaaS or enterprise software environment
- Excellent written and verbal communication skills with outstanding client relationship management abilities
- Working knowledge of SQL and database concepts for troubleshooting via query
- Working knowledge of foundational networking and security concepts, including IP addresses and ranges, DNS, SSL/TLS certificates, inbound and outbound ports, and basic firewall and WAF concepts
- Familiarity with cloud-hosted application environments and architecture, including servers, databases, load balancers, content delivery networks, and AWS components
- Understanding of build, deployment and release management concepts, including release versions, deployment windows, environment differences, and basic post-deployment validation
- Familiarity with XML or JSON-based web services, HTML, and CSS
- Experience with support tooling such as Zendesk, JIRA, and knowledge base platforms
- Demonstrated ability to apply AI tools to support work and share practical applications with teammates
- Experience mentoring newer consultants and contributing to support process or template improvements
- Strong analytical thinking, written communication, and ability to translate complex customer situations into clear language for stakeholders
- Experience supporting cloud-hosted software
- Experience in higher education technology is a strong asset
- Candidates must be eligible to work in the United States or Canada
Benefits:
- Remote first workplace
- Rewards and recognition programs
- Learning and development opportunities
- Opportunity to make a difference for universities and students
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