Success Engineer
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Job Description
Success Engineer serving as the bridge between higher education customers and engineering teams. Troubleshooting technical issues and improving customer satisfaction at CollegeVine.
Responsibilities:
- Serve as the first line of technical escalation for customer issues.
- Investigate, reproduce, and narrow down the root causes of reported problems.
- Identify whether an issue is a product bug, a configuration issue, or a user misunderstanding before escalating to engineering with a bug report.
- Guide customers through fixes when necessary.
- Provide recommendations for optimizing product usage and preventing common pitfalls.
- Provide SQL-based data checks and help customers validate data directly.
- Partner with engineering to hand off well-documented bug reports that are ready to be picked up by our engineering team.
- Collaborate with the forward deployed and customer success teams to translate customer needs into actionable feedback.
- Contribute to improving internal troubleshooting playbooks and external knowledge bases.
- Spot recurring patterns in customer challenges and propose solutions (documentation, tooling, product changes).
- Share insights that help reduce support friction and improve customer satisfaction.
Requirements:
- 3-6 years of professional experience in technical support, information technology, customer success, or software engineering, or related fields
- Demonstrated ability to independently drive complex projects directly with stakeholders
- Track record of contributing to products or solutions that reached real users/customers
- Strong understanding of APIs and data formats (JSON, CSV).
- Ability to read and interpret logs, error messages, and simple scripts (Python/JavaScript helpful, but not required to deploy code).
- Strong skills with SQL for querying and validating data.
- Comfort navigating AI environments and diagnosing configuration issues.
- Excellent written/verbal communication for translating technical findings into customer-friendly explanations.
- Ability to juggle multiple priorities while staying detail-oriented.
- Empathetic, patient, and solutions-focused when working with customers.
- Past experience in a technical customer success, solutions engineering, or advanced support role.
Benefits:
- Professional development opportunities
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