Success Engineer

About CollegeVine

The American higher education system is a beacon of innovation, opportunity, and transformation, shaping future leaders and advancing knowledge on a global scale. Yet, it faces unprecedented challenges—from rising costs to increasing demands for accessibility and relevance. At CollegeVine, we’re on a mission to help universities reinvent their operating model to be sustainable for the next century. We believe AI Agents can make universities dramatically more efficient, streamlining workflows and creating a much better student experience. Hundreds of universities trust us to deploy safe AI Agents to drive real outcomes across campus and bring cutting-edge AI to the industry.

About The Role

We’re looking for a Success Engineer who will serve as the bridge between our higher education customers and our engineering teams. In this role, you’ll use your technical expertise to diagnose, troubleshoot, and resolve customer issues, ensuring our customers achieve maximum value from our platform. You’ll serve as the first escalation point for technical problems, ensuring issues are clearly defined before reaching engineering. This role is ideal for someone who thrives on solving technical puzzles, helping customers succeed, and bridging product and engineering.

Responsibilities

Technical Support & Troubleshooting

• Serve as the first line of technical escalation for customer issues.
• Investigate, reproduce, and narrow down the root causes of reported problems.
• Identify whether an issue is a product bug, a configuration issue, or a user misunderstanding before escalating to engineering with a bug report.

Customer Enablement

• Guide customers through fixes when necessary.
• Provide recommendations for optimizing product usage and preventing common pitfalls.
• Provide SQL-based data checks and help customers validate data directly.

Cross-Functional Collaboration

• Partner with engineering to hand off well-documented bug reports that are ready to be picked up by our engineering team.
• Collaborate with the forward deployed and customer success teams to translate customer needs into actionable feedback.
• Contribute to improving internal troubleshooting playbooks and external knowledge bases.

Continuous Improvement

• Spot recurring patterns in customer challenges and propose solutions (documentation, tooling, product changes).
• Share insights that help reduce support friction and improve customer satisfaction.

What We’re Looking For:

Experience & Expertise

• 3-6 years of professional experience in technical support, information technology, customer success, or software engineering, or related fields
• Demonstrated ability to independently drive complex projects directly with stakeholders
• Track record of contributing to products or solutions that reached real users/customers

Technical Aptitude

• Strong understanding of APIs and data formats (JSON, CSV).
• Ability to read and interpret logs, error messages, and simple scripts (Python/JavaScript helpful, but not required to deploy code).
• Strong skills with SQL for querying and validating data.
• Comfort navigating AI environments and diagnosing configuration issues.

Problem-Solving & Communication

• Skilled at breaking down vague customer problems into clear, testable issues.
• Excellent written/verbal communication for translating technical findings into customer-friendly explanations.
• Ability to juggle multiple priorities while staying detail-oriented.

Customer Orientation

• Empathetic, patient, and solutions-focused when working with customers.
• Past experience in a technical customer success, solutions engineering, or advanced support role.

Company Background

CollegeVine was originally founded in 2016 in Cambridge, MA and reaches over 20 million families annually in search of guidance. Our roots are in delivering near- peer mentorship at scale, which has since evolved to delivering lifelong guidance through AI and a vast professional network. We have raised over $66m in venture funding from dedicated investors such as Morningside Technology Ventures (Xiaomi, TikTok), the founding partner of 5Y Capital, Fidelity, University Ventures, and more. In 2020, after years of being a remote-friendly company, CollegeVine became a fully remote company centered on Eastern Time with a diverse cast of team members based predominantly in the United States, but also around the world.

Key skills/competency

Success Engineer, Technical Support, Customer Success, Software Engineering, SQL, APIs, JSON, AI, Troubleshooting, Problem-Solving