Customer Support Consultant

About the role

We are looking for a Customer Support Consultant to lead resolution of complex customer support issues across our Modern Campus customer base. Reporting to the Manager, Customer Support, you will own complex tickets end-to-end, build trusted relationships with the customers you support, mentor newer team members, and act as a credible voice with customers and project teams. You'll bring new ideas to how the team works, raise the bar on customer communication, and translate ambiguous customer situations into clear paths forward.

• 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, handling support issues that require solutions beyond basic Tier 1 troubleshooting.
• Operate independently within team standards, evaluating options and selecting appropriate troubleshooting approaches based on customer context.
• Build trusted relationships with the customers you support, communicating workarounds, status updates, root cause identification, and resolution scheduling as their primary support contact.
• Maintain advanced product and process knowledge for the products you support, including business workflows and customer use cases.
• Leverage SQL queries, application logs, and sandbox environments to reproduce, troubleshoot, and understand issues.
• Work with other technical teams to investigate environment, networking, certificate, access, build, and deployment-related support issues.
• Mentor Customer Support Specialists and Associate Customer Support Specialists through ticket reviews, pairing, and structured feedback.
• Take ownership of customer projects, working with Development, QA, Implementation, and Product teams to coordinate resolution and communication.
• Thoroughly document all relevant case information in Zendesk and contribute to knowledge base articles and internal documentation.
• Integrate AI and modern tooling into support execution where it adds real value (ticket triage, draft responses, knowledge surfacing) and share practical applications with the team.
• Contribute to the transition of customers from implementation to live production support.
• Participate in the product development feedback loop, surfacing 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 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 working with support tooling (Zendesk, JIRA, knowledge base platforms) and the typical workflows used in customer support delivery.
• 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 the 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.

Benefits

• Remote first workplace!
• Rewards and recognition programs
• Learning and development opportunities
• The ability to make a difference every day for universities trying to grow and students trying to learn!

Pay

The base salary range for this position is between $90,000-$110,000.