Customer Solutions Engineer

Customer Solutions Engineer

Full-Time | Remote — South Africa | East Coast U.S. (EST) hours | Higher Education SaaS

A customer-facing technical role, not a pure development role. You will spend most of your time on calls with university administrators and campus IT teams, helping them set up and troubleshoot integrations — with a real path to grow further into development over time.

ROLE OVERVIEW

We have an opening for a skilled Customer Solutions Engineer who will work closely with both the customer service and development teams. You will spend time supporting customers to implement key integrations, and time helping develop new features that enhance the product and the user experience of the system.

We are less focused on years of experience and more focused on mindset. The immediate need is someone who can confidently own the customer-facing responsibilities from day one, and who is eager to grow further into the development and technical side of the role over time.

This is a remote position for candidates based in South Africa, working East Coast U.S. (EST) hours.

CUSTOMER SOLUTIONS & TECHNICAL SUPPORT

The individual in this role will prioritise delivering a stellar customer service experience in the following ways:

• Demonstrates the system's technical features and integrations to customers over calls, and supports them in implementing these successfully. This can include integrating the platform with third-party systems such as Microsoft Teams, helping with Single Sign-On, or mapping student course information to the system.
• Serves as a knowledgeable resource for the customer service team on technically specific questions.
• Actively reaches out to customers in need of technical support, and follows through on correspondence — which may mean multiple exchanges to implement or resolve an integration issue.
• Responds to data security audits and questions, and shares information with potential customers about the backend when needed for onboarding.
• Produces documentation and instructional material that helps customers implement integrations successfully.
• Takes part in training sessions with administrators and campus IT staff on new features, integrations, and workflows.

PRODUCT & ROADMAP

The individual will enhance and develop the product in the following ways:

• Collaborates with the customer support staff to ideate and prioritise features for the roadmap.
• Triages incoming issues and feature requests, and communicates clearly with customers on status and resolution.
• Delivers new features and iterates on them based on internal team testing and customer feedback.
• Remediates bugs in the system when they arise.

DESIRED SKILLS

• Communication — Strong written and oral communication skills. The customers are higher-ed professionals and writing center directors, so this is key — you should be comfortable getting in front of clients and explaining technical concepts in plain language.
• LAMP Stack — Experience developing modern and legacy web applications using the LAMP stack (Linux, Apache, MySQL, PHP).
• Ownership Mindset — Comfortable making judgment calls, following issues through to resolution, and asking for guidance when needed.
• Growth Orientation — Coachable and curious, with genuine interest in growing further into the development and technical side of the role over time.
• Time Zone — Based in South Africa, with genuine availability and willingness to work East Coast U.S. (EST) hours.