Technical Support Analyst, Coursedog
+ Equity
Integrated academic operations platform
Job no longer available
Integrated academic operations platform
21-100 employees
Job no longer available
+ Equity
21-100 employees
Company mission
To break down barriers to opportunity for students.
Role
Who you are
- We are looking for a technical, detail-oriented, strategic new team member to join our Support Team
- We need someone who’s comfortable working in a complex and ambiguous environment with excellent organization and communication skills
- 2-5+ years providing technical support for an enterprise SaaS organization
- Strong understanding of client/server technology, SSO, JSON, AWS
- General experience troubleshooting where data is synchronized across multiple systems
- Driven self-starter with ownership mentality and a proven record of multi-tasking
- Excellent analytical, problem-solving, and communication skills, with a bias for action and a growth mindset
- Customer-facing experience (you have dealt with customers directly, and you are a "people-person" who knows how to talk to clients)
- Thrives in a fast-paced environment with the flexibility to adapt to changing priorities and requirements
- Ability to work 8:30 AM to 5:30 PM CST
Desirable
- Experience with Student Information Systems is a plus
- Experience with Quality Assurance testing in software development lifecycle is a plus
- Familiarity with APIs and API tools (e.g. Postman, cURL) a strong plus
What the job involves
- You’ll own customer issues directly, and collaborate internally to increase Coursedog’s ability to fix issues quickly and effectively
- You’ll work cross-functionally with Customer Success, Product, Engineering, and User Education to deliver incredible experiences and and share customer feedback to drive product improvements
- Technical Support: Assist users through our ticketing app (Freshdesk) by providing clear instructions, guidance and solutions to technical problems. Keep customers informed of progress and estimated resolution times on defects
- Troubleshooting: Investigate and analyze tickets by asking probing and root cause analysis questions. Identify resolutions in Product or Integration Configuration while determining any downstream impacts
- Collaboration: Work closely with Product, Engineering, Customer Success and User Education to resolve complex technical issues. Document and escalate issues to the Product Engineering or Data Engineering teams, and actively monitor the resolution progress
- Prioritization: Prioritize tickets and manage time efficiently, while achieving productivity-related targets including support tickets resolved, average response time, average resolution time, customer satisfaction, etc
- Documentation: Document issues with screenshots and clear, concise notes for efficient cross-functional communication to determine and resolve issues. Actively contribute to our Knowledge Base by working with the User Education Team to improve knowledge and address knowledge gaps
- Quality Assurance: Communicate product configuration updates and defect fixes after verification in QA/Staging and confirm resolution
Application process
- Applied
- Initial Technical Assessment
- Hiring Manager Interview
- Panel Interview
- Technical Assessment Interview
- Final Interview
- Reference Check
Our take
Higher Education is in crisis. The cost of education is skyrocketing, while only 33% of students in the US graduate in four years, and issues of equity and access are worsening. A big part of this can be put down to a lack of proper scheduling: 75% of universities operate entirely on legacy, on-premise software, resulting in millions of frustrated students saddled with heaps of debt.
Coursedog has set out to solve this. An integrated academic operations platform that helps higher education maximize operational efficiency, its strategy is based on market disruption, using data innovation to accelerate student success. Founded in 2018, it has partnered with over 200 higher education institutions, providing its curriculum-mapping software to more than 1.2 million students in total.
The global curriculum-mapping software market has really started to pick up in recent years, and Coursedog will face stiff competition from the likes of Top Hat, Kiddom, and PlanbookEdu. That being said, Coursedog's focus on accelerating product development has it well placed to continue poaching market share.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Mar 2023
$90m
GROWTH EQUITY VC
Oct 2021
$17m
SERIES A
Total funding: $112.2m
Company benefits
- Time Off: We value work-life balance and provide a high amount of autonomy. In service of this, our Paid Time Off policy has no annual limit
- Remote-First: We value flexible working hours over set hours, results over number of hours, and asynchronous communication focused on transparency over need-to-know access
- Healthcare: We pay 99% of your medical, denal, and vision coverage and 75% of the premium for your spouse and/or dependents
- Equity: You'll be contributing to the team's success, so you deserve to share in it. Every employee on our team gets a meaningful equity allocation
- Retirement Plan: We offer a 401k plan on day one of your employment
- Parental Leave: To help support new parents in the workplace, we offer up to 10 weeks of paid parental leave
Company values
- Growth Mindset - Coursedog team members are hired for their capacity to grow. They approach challenges with gusto, capitalize on failures to fuel learning, and seek out continual opportunities for development
- Gratitude - Coursedog employees give thanks to one another. They vocalize their appreciation for the contributions of their team members, and recognize the hard work of every Coursedog employee as we work towards our shared goals
- Social Impact Focused - Coursedog team members believe higher education is the world’s greatest engine for opportunity. They believe that we have the opportunity to accelerate socioeconomic mobility & self-actualization for students, their families, and broader communities
- Transparency & Integrity - Coursedog team members prioritize honesty in every interaction. They give candid feedback to colleagues in real-time, have conversations of integrity with customers, and self-reflect without bias
- Selflessness - Coursedog team members put the team first. They step up to the plate to support and collaborate with one another, and recognize the joint effort it takes to succeed
- Mindfulness - Coursedog team members show up mindfully every day. They are consciously present in what they are doing, and approach the task at hand calmly and with an open mind
Company HQ
Midtown Manhattan, New York, NY
Articles
Leadership
Andrew Rosen
(CEO)Joined Coursedog as CEO in 2024. Prior to that, they were the CEO of Interfolio from Elsevier for over 8 years. They also spent time as the Senior Executive Vice President of MicroStrategy and as a General Manager of Education Technology Business at EAB.
Diversity, Equity & Inclusion at Coursedog
- Coursedog is an equal opportunity employer committed to hiring a diverse workforce at all levels of the organization and creating an inclusive environment for all.
- All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.
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