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/n The Senior Customer Success Engineer (SCSE) is a hybrid, Swiss army knife role primarily responsible for providing high-quality, comprehensive technical expertise to colleges and universities for the Pathify platform. As Pathify continues scaling across the globe, they will join the global support team to provide 24/7 problem solving to Pathify’s growing customer base. Reporting to the Global Support Manager based in the US, this is a founding role in the APAC region with outstanding growth opportunities in either Customer Success or Sales./n

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/n Once onboarded and trained in support, responsibilities will include partnering with Sales to support pre-sales opportunities, and the scoping and delivery of implementations in-region. Meeting via Zoom or on-site with prospects and customers, the SCSE will support sales in winning new business, planning and orchestrating implementation projects, and hands-on-keyboard work helping universities launch Pathify enterprise-wide./n

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/n In this dynamic role, the SCSE must demonstrate exceptional customer service and troubleshooting skills along with a high degree of adaptability and flexibility. A passion for problem-solving, technology and helping others is essential to promote customer acquisition, success and expansion. /n

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/n Key Responsibilities /n

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/n Diagnose, debug, and resolve complex application, integration, and data issues escalated beyond Tier 2./n

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- Own the troubleshooting of SAML SSO configurations and API-driven integrations for live customers.

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- Serve as implementation lead for newly signed institutions in-territory, owning functional and adoption consulting alongside the technical configuration throughout.

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- For key opportunities, provide technical sales support in conjunction with regional Account Executives.

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- Read and interpret JavaScript, scripting languages, and system logs to pinpoint the root cause of unexpected platform behavior.

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- Diagnose authentication flows, API calls, and system interoperability challenges, teaching colleagues your approach as you go.

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- Manage and validate complex file provisioning workflows, including structured data files (CSV, JSON, XML) and secure automated transfers via SFTP.

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- Provide first-line technical coverage during Australian and Current Zealand business hours, serving as the in-region escalation point for regional customers.

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- Participate in the global rotation providing engineering-level response for critical customer-reported issues

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Competencies/n /n

- /n A proven ability to “hold the room” with senior university leaders, including strong presentation and public speaking proficiency.

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- Robust problem-solving, analytical, and decision-making skills, with the ability to take appropriate action independently.

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- Proven success in customer-facing roles such as technical support, implementation, solutions consulting, or technical account management.

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- Project management skills, including the ability to manage client onboarding timelines, run kickoff meetings, and manage customer expectations.

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- Excellent listening skills and the ability to communicate effectively, both orally and in writing, with various technical and non-technical audiences.

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- Strong presentation skills geared around functional and technical training.

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- Ability to master multiple platforms rapidly and adapt to frequent product deployments and changing tech stacks.

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- Skilled at working effectively across teams, including product owners, developers, and account managers to champion user needs while respecting engineering constraints.

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- Creativity in thinking outside the box to present innovative ideas and solutions to colleagues and customers.

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- A strong drive to achieve beyond what is expected, with a demonstrated desire for continuous learning and improvement.

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- An ability to operate independently without managerial support outside standard US business hours. /n Education, Experience, and Requirements

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- 3+ years of experience in high-tier technical support, application support, sales engineering, implementation consulting, or a junior engineering role within a SaaS environment

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- Required proficiency in reading, writing, or debugging JavaScript or other scripting languages to parse data and troubleshoot behaviors.

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- Strong technical background in User Provisioning and manual validation or manipulation of JSON, XML, and CSV files.

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- Ability to configure and troubleshoot SAML SSO (such as Okta, Azure AD, or Shibboleth) alongside a strong grasp of web network protocols.

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- Prior experience in the Ed Tech/LMS sector or professional experience in higher education is a plus.

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- Previous experience working in a fast-paced start-up environment is preferred.

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- Must reside in Australia

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- Must be authorized to work in Australia

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- Must be able to travel within Australia

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- Ability to travel domestically frequently and internationally once per year

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/n Benefits /n

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- Competitive salary of AU$90,000-$150,000 base and variable comp + super

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- Supplemental Healthcare Coverage

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- Work remotely from anywhere in Australia

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- The opportunity to solve complex problems across a broad and modern technology stack

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- Exposure to rapidly evolving technologies including AI, foundation models and agent workflows

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/n Pathify sells the best Campus Experience Platform in the world. This is a system which provides a perfectly equivalent mobile and browser experience for students, staff and administrators in higher education, fronted by a conversational interface. We prize security and accessibility and consolidate information and functionality from over one hundred backend systems to our single user experience./n

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📌 Senior Customer Success Engineer (Melbourne)
🏢 Pathify
📍 Melbourne