Customer Success Engineer, Age of Learning
$115-135k
Digital educational materials
Job no longer available
Digital educational materials
501-1000 employees
Job no longer available
$115-135k
501-1000 employees
Company mission
To help children everywhere build a strong foundation for academic success and a lifelong love of learning.
Role
Who you are
- Minimum 5+ years’ experience in technical customer support in a client-facing role
- Experience with modern web and app development technologies, and a thorough understanding of the software development lifecycle
- Bachelor's degree preferred, with Education or EdTech experience a plus
- Ability to travel occasionally for team meetings or onsite discovery, though most work will be performed remotely and internally
- Strong troubleshooting skills and knowledge of SQL and database concepts
- Understanding of EdTech rostering methods (e.g., Clever, ClassLink) and familiarity with SaaS architecture, web browsers, networking principles, and hardware device support
- Adaptability in a fast-paced environment, with a proven ability to quickly learn new product features and technical nuances
- Excellent internal communication and collaboration skills, ensuring clear handoffs, timely updates, and a high level of follow-through
- Empathy and customer focus, balancing internal technical considerations with the urgency and importance of customer needs—even though the customer-facing relationship remains managed by Technical Implementation
- Self-directed and proactive approach, capable of independently driving escalations to resolution
- Familiarity with ticketing and CRM tools (preferably Zendesk) and experience working within Agile or similar development methodologies
What the job involves
- Age of Learning's Engineering team is seeking an experienced Customer Success Engineer to provide the highest technical support and expertise to some of our largest and most strategic accounts
- The Customer Success Engineer is technically competent, business-oriented, and highly customer-centric
- The Customer Success Engineer will act as a dedicated technical escalation partner for the Technical Implementation team, working with Customer Success and the Technical Implementation teams to resolve complex issues that surface via our support channels
- They will manage and reprioritize escalated JIRAs, coordinate internal communications, collaborate with Product and Development teams, and proactively drive technical problems to resolution
- In this role, the Customer Success Engineer ensures that front-line Technical Implementation contacts remain the customer’s main point of contact while providing a streamlined, efficient, and expert response to complex technical challenges
- The ideal candidate will possess deep technical expertise, software development experience, and excellent verbal and written communication skills
- Own and drive escalated technical issues to resolution, collaborating with Product Management, Product Development, QA, and Support teams to ensure timely, high-quality outcomes
- Monitor, prioritize, and advocate for escalated JIRA issues (including those originating from Customer Care and TIS), ensuring that low and medium-priority tasks do not stall and are reprioritized based on customer need and urgency
- Coordinate communications on crucial support cases internally, ensuring TIS and other stakeholders are kept informed of the status and next steps, but remain the front-facing contacts for the customer
- Continuously improve and refine internal processes, helping to streamline escalations and reduce friction, ultimately increasing customer satisfaction and reducing time-to-value
- Maintain deep knowledge of the product ecosystem—including rostering methods, data integrations, and application functionality—to effectively diagnose, troubleshoot, and guide the resolution of escalated issues
- Partner closely with internal teams (Support, Product, Development, QA) to ensure all escalated cases are well-documented, tracked, and resolved efficiently
- Provides technical support to customers via phone, chat, email, video conferencing, and other channels
- Expert in latest hardware, software, and networking technologies
Our take
Age of Learning creates and distributes digital educational material to schools, educators, and families. The company's programs have been used worldwide to educate millions of children through a range of stories and games, many of which feature its main character ABCmouse.
As with many trends, the move to digitize education was accelerated by the global pandemic, with how children are taught reshaped by at-home classes and remote learning. Age of Learning has capitalized on the eagerness of parents and schools to continue embracing new technologies, launching its Personalized Mastery Learning Ecosystem for schools, which enables teachers, families, and administrators to focus on the individual learning needs of students, and accelerate literacy and maths skills through technology and learning science.
And this approach to education hasn't gone unnoticed, with the company named one of TIME's Top EdTech Companies of 2024 alongside making the GSV 150 list of Most Transformational Growth Companies in Digital Learning and Workforce Skills. Strengthening the companies reputation, Age of Learning is ready for continued growth and to shape the future of digital learning.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-17% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2021
$300m
GROWTH EQUITY VC
Aug 2020
$50m
SERIES B
Total funding: $500m
Company benefits
- 90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums
- A 401(k) program with employer match
- 15 paid vacation days (increases to 20 days on your 3-year anniversary), 12 observed national paid holidays plus 9 sick days
- Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions
Company HQ
Downtown, Glendale, CA
Leadership
Alex Galvagni
(CEO & CPO)Initially joined Age of Learning in 2016 as CPO in 2016 and became CEO in 2023. Prior to this, they were a General Manager at Warner Gros. Entertainment Group of Companies, Head of Studios at Crowdstar, and President & COO at Transpera.
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