Customer Support Engineer
for each section heading. Use - for any list of duties/requirements/benefits. Use
for prose.
We need to preserve all substantive info, not invent. Remove boilerplate like EEO etc. The posting includes some encouragement about underrepresented backgrounds; that's not boilerplate? It's part of posting but maybe considered EEO? It's about encouraging applications; might be considered EEO boilerplate. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The paragraph about women and underrepresented backgrounds is EEO encouragement; likely remove. Also "Not sure if you should apply?" etc. Remove.
Also remove "About Coursedog" maybe part of Benefits? Actually there is a section "About Coursedog" describing company; that is not Benefits but could be considered About the role? Might be considered company overview; we could include under About the role? But we already have About the role from first paragraph. The "About Coursedog" is separate; maybe we can include as part of About the role? But instruction: include a section ONLY when posting has real specific content for it. We could keep About the role as first paragraph; the "About Coursedog" could be considered part of About the role or maybe we could create a separate section like "About the Company" but not in allowed headings list. Allowed headings are only those listed. So we should not create extra headings. We could incorporate that info into About the role paragraph? But that would be adding content not originally there? It's allowed to preserve all substantive info; we can include it in About the role paragraph as prose. However the About the role currently is about the role; adding company description may be okay but might be considered stray. Safer to keep About the role as the initial paragraph (The Opportunity ...) and maybe add a separate paragraph about company under same heading? The heading is About the role; we can have multiple paragraphs under that heading. So we can include company description there.
Now Benefits: we have detailed benefits: Healthcare, Dental & Vision, Retirement Planning, Paid Time Off, Remote-First, Equity, Paid Parental Leave. We need to format as list items under Benefits heading.
Pay: we have base salary $75k-$80k, performance-based variable compensation bringing OTE $83k-$88k. Include that.
Schedule: not present, omit.
Skills: maybe we can extract from Requirements: strong written communication, troubleshooting instinct, etc. Could be a Skills section. But we already have Requirements and Preferred Qualifications. The instruction: prefer a few substantive sections over many thin ones. Could combine Requirements and Skills? But we have separate headings allowed. We could keep Requirements (including what you'll bring) and Qualifications (preferred). Skills maybe not needed. However we have "What You'll Bring" which is requirements; "Preferred Qualifications". Could treat "What You'll Bring" as Requirements, and "Preferred Qualifications" as Qualifications. Skills maybe not needed.
Thus sections: About the role, Responsibilities, Requirements, Qualifications, Benefits, Pay.
Check for duplicates: ensure we don't repeat same content.
Now craft HTML.
We need to preserve all substantive info: let's extract.
About the role: first paragraph: "The Opportunity As a Customer Support Engineer at Coursedog, you'll own end-to-end resolution of technical support tickets for colleges and universities running mission-critical academic operations on our platform while working closely with customers, Escalation Engineers, and product teams. You'll be responsible for investigating and resolving configuration, data, and integration issues; communicating directly with customers throughout resolution; and documenting your work clearly so teammates can pick it up seamlessly. This role is well-suited for someone who approaches troubleshooting as a craft, takes genuine satisfaction in figuring out why something broke, and is motivated by solving real problems for institutions that depend on us."
Then we could add company description from "About Coursedog": "At Coursedog, our mission is simple but ambitious: to break down barriers to student success. Founded by former college students who were frustrated by outdated academic systems, Coursedog was built to empower higher ed administrators to deliver exceptional educational experiences and make it easier for students to achieve their goals. Since then, we've grown into a platform trusted by institutions across the country. Coursedog is the Intelligent Academic Operations Platform, empowering 400+ colleges and universities to better serve over 3.3 million students. Our platform brings together academic scheduling, curriculum and catalog management, assessment, and workflow automation — all designed to adapt to each institution's unique needs and remove administrative roadblocks so educators can focus on helping students succeed. We're a remote-first, fast-growing company and a Forbes Top 500 U.S. Startup Employer, with a culture that prioritizes engagement, ownership, and impact. If you're excited about solving meaningful problems, working with thoughtful teammates, and improving education at scale, you'll feel right at home at Coursedog."
We'll include that as additional paragraph(s) under About the role.
Responsibilities: from "What You'll Do" bullet list (though not bullet but sentences). We need to convert to
- . Let's list each duty:
- Own end-to-end resolution of support tickets within your assigned coverage window, keeping contributions to backlog, SLAs, and average resolution time on target
- Investigate and troubleshoot configuration, data, and integration issues for higher ed customers using Coursedog's Curriculum, Scheduling, and Catalog products
- Communicate directly with customers throughout a ticket: set expectations, give real updates, and close the loop
- Reproduce reported issues yourself before escalating, moving beyond symptom description to actual root cause
- Escalate tickets that need deeper technical or product expertise, and do it proactively before a case stalls
- Document your work clearly enough that a teammate could pick it up cold and contribute self-service content that prevents solved issues from becoming repeat tickets
- Work fluently alongside AI-assisted tooling and automation in your daily workflow, and provide real feedback on what's speeding up resolution
- Take QA feedback and coaching as inputs to improve, treating them as growth opportunities rather than scorecards
Make each as
- .
Requirements: from "What You'll Bring" bullet list (though not bullet). Items:
- 3-4 years in SaaS technical support or equivalent customer-facing technical roles supporting enterprise or business-critical software
- Extensive hands-on experience managing a full caseload within ticketing or CRM systems (Salesforce Service Cloud, Zendesk, or similar) against SLA targets
- Ability to read browser console errors, network request logs, and basic API responses to identify where failures are actually occurring
- Strong troubleshooting instinct: you ask root cause questions, rule out the obvious, and confirm fixes work before closing cases
- Strong written communication skills—you can explain technical problems to non-technical audiences and translate vague customer complaints into clear, reproducible issues
- Sound judgment to know when a case is genuinely yours to solve versus when it needs escalation, with the discipline to make that call proactively
- Demonstrated ability to stay calm and professional with frustrated or high-stakes customers without getting defensive or over-apologizing
- A collaborative, customer-first mindset and sound judgment
Make each
- .
Qualifications: from "Preferred Qualifications":
- Experience in higher education or working with institutional customers
- Exposure to system integrations and how data syncs between connected platforms
- Familiarity with API tools like Postman or cURL
- Basic SQL or query literacy for investigating data issues directly
- Understanding of relational databases and how data is structured behind the scenes
Also there is "You may thrive in this role if..." list but that seems like motivational statements; could be considered Skills? But we might omit as they are more like traits. However they are substantive. Could include under Qualifications? But they are not qualifications; they are traits. Might be better to include under Skills section. But we have no Skills heading? We could add Skills section for those traits. The instruction: prefer a few substantive sections over many thin ones. Adding Skills may be okay if we have content. Let's see if we can incorporate those traits into Requirements or Qualifications? They are more about mindset. Could be placed under Requirements as additional items? But they are under "You may thrive in this role if..." which is like desirable traits. Could treat as Qualifications? Might be okay to add them under Qualifications as bullet points. However they are not qualifications per se but still substantive. Let's include them under Qualifications as additional items.
List:
- You get genuine satisfaction from figuring out why something broke, not just making the symptom go away
- You don't wait to be told a ticket needs attention. If something's stalling, you're already on it
- You can hold a customer's frustration without absorbing it. You acknowledge it and move to solve the problem
- You're comfortable in systems you didn't build. Ticketing platforms, integrations, configuration layers. You learn how something works by getting your hands on it
- You document like someone else is going to need to pick up where you left off, because they will
- You'd rather be right than be first. You'll drop a theory the moment the evidence points somewhere else
- You think support is a legitimate technical craft, not a stepping stone to "a real engineering job"
Now Benefits: we need to list each benefit item.
From text:
Healthcare, Dental & Vision:
- Fixed contribution model: every employee receives same annual dollar amount to apply toward medical, dental, vision coverage.
- Depending on selected coverage level, company covers:
- Employee-only coverage: 99% to 65% of monthly premiums
- Employee plus dependents: 77% to 50% of monthly premiums
- Partners with Aetna and Guardian, offering access to:
- Spring Health (mental health support)
- XP Health (vision benefits)
- Carrot Fertility (family planning support)
- One Medical (primary care)
- Support pre-tax savings through HSA and FSA.
Retirement Planning:
- Safe Harbor 401(k) plan from day one.
- 4% employer match on total compensation (subject to federal limits) each pay period for employees contributing to tax-advantaged retirement account.
Paid Time Off:
- Unlimited Paid Time Off policy.
Remote-First Since Inception:
- Remote-first organization indefinitely; flexibility over rigidity, outcomes over hours, transparency over gatekeeping.
Equity:
- All employees granted equity aligned to role and tenure; grants reviewed and adjusted with promotions.
Paid Parental Leave:
- All parents receive up to 6 weeks Paid Bonding Leave at 100% base pay following birth, adoption, foster placement.
- Birthing parents receive additional 6 weeks Paid Medical Recovery Leave at 100% base pay for physical recovery following childbirth — total up to 12 weeks fully paid leave.
We'll format as
- each.
Pay: we have base salary $75,000 - $80,000, performance-based variable compensation component bringing total on-target earnings (OTE) to $83,000 - $88,000 when performance objectives achieved.
We'll put in
.
Now ensure no boilerplate: removed EEO encouragement, removed "Not sure if you should apply?" etc. Also removed "About Coursedog" heading but we integrated its content.
Now produce HTML fragment.
Structure:
About the role
...first paragraph...
for prose. We need to preserve all substantive info, not invent. Remove boilerplate like EEO etc. The posting includes some encouragement about underrepresented backgrounds; that's not boilerplate? It's part of posting but maybe considered EEO? It's about encouraging applications; might be considered EEO boilerplate. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The paragraph about women and underrepresented backgrounds is EEO encouragement; likely remove. Also "Not sure if you should apply?" etc. Remove. Also remove "About Coursedog" maybe part of Benefits? Actually there is a section "About Coursedog" describing company; that is not Benefits but could be considered About the role? Might be considered company overview; we could include under About the role? But we already have About the role from first paragraph. The "About Coursedog" is separate; maybe we can include as part of About the role? But instruction: include a section ONLY when posting has real specific content for it. We could keep About the role as first paragraph; the "About Coursedog" could be considered part of About the role or maybe we could create a separate section like "About the Company" but not in allowed headings list. Allowed headings are only those listed. So we should not create extra headings. We could incorporate that info into About the role paragraph? But that would be adding content not originally there? It's allowed to preserve all substantive info; we can include it in About the role paragraph as prose. However the About the role currently is about the role; adding company description may be okay but might be considered stray. Safer to keep About the role as the initial paragraph (The Opportunity ...) and maybe add a separate paragraph about company under same heading? The heading is About the role; we can have multiple paragraphs under that heading. So we can include company description there. Now Benefits: we have detailed benefits: Healthcare, Dental & Vision, Retirement Planning, Paid Time Off, Remote-First, Equity, Paid Parental Leave. We need to format as list items under Benefits heading. Pay: we have base salary $75k-$80k, performance-based variable compensation bringing OTE $83k-$88k. Include that. Schedule: not present, omit. Skills: maybe we can extract from Requirements: strong written communication, troubleshooting instinct, etc. Could be a Skills section. But we already have Requirements and Preferred Qualifications. The instruction: prefer a few substantive sections over many thin ones. Could combine Requirements and Skills? But we have separate headings allowed. We could keep Requirements (including what you'll bring) and Qualifications (preferred). Skills maybe not needed. However we have "What You'll Bring" which is requirements; "Preferred Qualifications". Could treat "What You'll Bring" as Requirements, and "Preferred Qualifications" as Qualifications. Skills maybe not needed. Thus sections: About the role, Responsibilities, Requirements, Qualifications, Benefits, Pay. Check for duplicates: ensure we don't repeat same content. Now craft HTML. We need to preserve all substantive info: let's extract. About the role: first paragraph: "The Opportunity As a Customer Support Engineer at Coursedog, you'll own end-to-end resolution of technical support tickets for colleges and universities running mission-critical academic operations on our platform while working closely with customers, Escalation Engineers, and product teams. You'll be responsible for investigating and resolving configuration, data, and integration issues; communicating directly with customers throughout resolution; and documenting your work clearly so teammates can pick it up seamlessly. This role is well-suited for someone who approaches troubleshooting as a craft, takes genuine satisfaction in figuring out why something broke, and is motivated by solving real problems for institutions that depend on us." Then we could add company description from "About Coursedog": "At Coursedog, our mission is simple but ambitious: to break down barriers to student success. Founded by former college students who were frustrated by outdated academic systems, Coursedog was built to empower higher ed administrators to deliver exceptional educational experiences and make it easier for students to achieve their goals. Since then, we've grown into a platform trusted by institutions across the country. Coursedog is the Intelligent Academic Operations Platform, empowering 400+ colleges and universities to better serve over 3.3 million students. Our platform brings together academic scheduling, curriculum and catalog management, assessment, and workflow automation — all designed to adapt to each institution's unique needs and remove administrative roadblocks so educators can focus on helping students succeed. We're a remote-first, fast-growing company and a Forbes Top 500 U.S. Startup Employer, with a culture that prioritizes engagement, ownership, and impact. If you're excited about solving meaningful problems, working with thoughtful teammates, and improving education at scale, you'll feel right at home at Coursedog." We'll include that as additional paragraph(s) under About the role. Responsibilities: from "What You'll Do" bullet list (though not bullet but sentences). We need to convert to
- . Let's list each duty: - Own end-to-end resolution of support tickets within your assigned coverage window, keeping contributions to backlog, SLAs, and average resolution time on target - Investigate and troubleshoot configuration, data, and integration issues for higher ed customers using Coursedog's Curriculum, Scheduling, and Catalog products - Communicate directly with customers throughout a ticket: set expectations, give real updates, and close the loop - Reproduce reported issues yourself before escalating, moving beyond symptom description to actual root cause - Escalate tickets that need deeper technical or product expertise, and do it proactively before a case stalls - Document your work clearly enough that a teammate could pick it up cold and contribute self-service content that prevents solved issues from becoming repeat tickets - Work fluently alongside AI-assisted tooling and automation in your daily workflow, and provide real feedback on what's speeding up resolution - Take QA feedback and coaching as inputs to improve, treating them as growth opportunities rather than scorecards Make each as
- . Requirements: from "What You'll Bring" bullet list (though not bullet). Items: - 3-4 years in SaaS technical support or equivalent customer-facing technical roles supporting enterprise or business-critical software - Extensive hands-on experience managing a full caseload within ticketing or CRM systems (Salesforce Service Cloud, Zendesk, or similar) against SLA targets - Ability to read browser console errors, network request logs, and basic API responses to identify where failures are actually occurring - Strong troubleshooting instinct: you ask root cause questions, rule out the obvious, and confirm fixes work before closing cases - Strong written communication skills—you can explain technical problems to non-technical audiences and translate vague customer complaints into clear, reproducible issues - Sound judgment to know when a case is genuinely yours to solve versus when it needs escalation, with the discipline to make that call proactively - Demonstrated ability to stay calm and professional with frustrated or high-stakes customers without getting defensive or over-apologizing - A collaborative, customer-first mindset and sound judgment Make each
- .
Qualifications: from "Preferred Qualifications":
- Experience in higher education or working with institutional customers
- Exposure to system integrations and how data syncs between connected platforms
- Familiarity with API tools like Postman or cURL
- Basic SQL or query literacy for investigating data issues directly
- Understanding of relational databases and how data is structured behind the scenes
Also there is "You may thrive in this role if..." list but that seems like motivational statements; could be considered Skills? But we might omit as they are more like traits. However they are substantive. Could include under Qualifications? But they are not qualifications; they are traits. Might be better to include under Skills section. But we have no Skills heading? We could add Skills section for those traits. The instruction: prefer a few substantive sections over many thin ones. Adding Skills may be okay if we have content. Let's see if we can incorporate those traits into Requirements or Qualifications? They are more about mindset. Could be placed under Requirements as additional items? But they are under "You may thrive in this role if..." which is like desirable traits. Could treat as Qualifications? Might be okay to add them under Qualifications as bullet points. However they are not qualifications per se but still substantive. Let's include them under Qualifications as additional items.
List:
- You get genuine satisfaction from figuring out why something broke, not just making the symptom go away
- You don't wait to be told a ticket needs attention. If something's stalling, you're already on it
- You can hold a customer's frustration without absorbing it. You acknowledge it and move to solve the problem
- You're comfortable in systems you didn't build. Ticketing platforms, integrations, configuration layers. You learn how something works by getting your hands on it
- You document like someone else is going to need to pick up where you left off, because they will
- You'd rather be right than be first. You'll drop a theory the moment the evidence points somewhere else
- You think support is a legitimate technical craft, not a stepping stone to "a real engineering job"
Now Benefits: we need to list each benefit item.
From text:
Healthcare, Dental & Vision:
- Fixed contribution model: every employee receives same annual dollar amount to apply toward medical, dental, vision coverage.
- Depending on selected coverage level, company covers:
- Employee-only coverage: 99% to 65% of monthly premiums
- Employee plus dependents: 77% to 50% of monthly premiums
- Partners with Aetna and Guardian, offering access to:
- Spring Health (mental health support)
- XP Health (vision benefits)
- Carrot Fertility (family planning support)
- One Medical (primary care)
- Support pre-tax savings through HSA and FSA.
Retirement Planning:
- Safe Harbor 401(k) plan from day one.
- 4% employer match on total compensation (subject to federal limits) each pay period for employees contributing to tax-advantaged retirement account.
Paid Time Off:
- Unlimited Paid Time Off policy.
Remote-First Since Inception:
- Remote-first organization indefinitely; flexibility over rigidity, outcomes over hours, transparency over gatekeeping.
Equity:
- All employees granted equity aligned to role and tenure; grants reviewed and adjusted with promotions.
Paid Parental Leave:
- All parents receive up to 6 weeks Paid Bonding Leave at 100% base pay following birth, adoption, foster placement.
- Birthing parents receive additional 6 weeks Paid Medical Recovery Leave at 100% base pay for physical recovery following childbirth — total up to 12 weeks fully paid leave.
We'll format as
- each.
Pay: we have base salary $75,000 - $80,000, performance-based variable compensation component bringing total on-target earnings (OTE) to $83,000 - $88,000 when performance objectives achieved.
We'll put in
. Now ensure no boilerplate: removed EEO encouragement, removed "Not sure if you should apply?" etc. Also removed "About Coursedog" heading but we integrated its content. Now produce HTML fragment. Structure:
About the role
...first paragraph...
- each.
Pay: we have base salary $75,000 - $80,000, performance-based variable compensation component bringing total on-target earnings (OTE) to $83,000 - $88,000 when performance objectives achieved.
We'll put in