Customer Support Consultant, Modern Campus
$85-105k
Higher education management software
Job no longer available
Higher education management software
201-500 employees
Job no longer available
$85-105k
201-500 employees
Company mission
To unlock the value of lifelong learning for students and the institutions that serve them.
Role
Who you are
- 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, includng 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
What the job involves
- 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
Application process
- Only qualified candidates selected for interviews will be contacted
Our take
Modern Campus offers a whole suite of engagement-oriented SaaS products for higher education institutions, including enrollment, communication, curriculum management, and career pathways planning.
The company’s roots go back to 1982 and the early days of web development and SaaS, but a 2019 merger between higher education CMS OmniUpdate, and Student Lifecycle Management (SLM) company Destiny Solutions, led to a 2021 rebrand as Modern Campus.
Now over 2,000 North American institutions are customers of the company, including St. Louis University and Utah Valley University. This gives an indication of Modern Campus’ relevance and strength of position in the market.
There are no signs of slowing down as Modern Campus looks to tap into increasing demand for the modernization of campus life. Since rebranding, the company has been making key acquisitions in the higher education sector to expand its own service range, including campus engagement platform Presence and conversational text messaging platform Signal Vine. Growth funding awarded in 2025 will be used to develop its product and continue its acquisition spree.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Company benefits
- Private stock options
- Medical and dental insurance
- Collaborative work environment
Company HQ
Camarillo, CA
Leadership
Peter Devries
(CEO)Served in a variety of Executive Leadership roles with Modern Campus, including President and COO since 2018. They earned a Bachelor of Mathematics degree from the University of Waterloo, with joint honors in Computer Science and Economics. They're also a Certified Information Systems Security Professional and Risk Management Professional, among numerous professional designations.
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