As the Customer Solutions Engineer, you’ll be the product and solutions expert, guiding customers and providing tailored solutions to maximize their SmartPass experience. You’ll collaborate closely with the product team to ensure customer feedback is addressed, driving continuous improvements that enhance the platform’s value. This is your chance to contribute to a fast-growing company that values autonomy, creativity, and a joyful work environment. We’re looking for someone passionate about solving technical challenges, who thrives in a role where they can act as a bridge between our teams, partners, and the product.
At SmartPass, we invest in your growth, providing the resources and mentorship to help you excel both personally and professionally. We believe in promoting from within and are committed to your long-term success.
The Customer Experience team is a cross-functional, customer-driven group that works to ensure customers have a smooth journey from onboarding through long-term success.
How You’ll Contribute Right Away
From day one, you’ll dive into the customer journey, focusing on technical solutions that enhance our onboarding process. You’ll quickly become the go-to expert for SmartPass, providing technical guidance and troubleshooting support while collaborating with the product team to improve the platform. We’ll set you up with the tools and training to hit the ground running, and we’ll expect you to bring your problem-solving skills and passion for customer success to make an immediate impact. You’ll play a key role in ensuring customers fully adopt and leverage SmartPass, setting them up for long-term success.
What You’ll Do
- Master Product Knowledge: Gain a deep understanding of the product through hands-on exploration to fully master features and functionality.
- Provide Technical Guidance: Offer expert advice on setup configurations and best practices to ensure seamless integration of SmartPass with customer systems.
- Resolve Complex Issues: Provide escalated technical support, diagnosing issues and collaborating with engineering to resolve integration problems. You will consistently prioritize and escalate issues based on impact.
- Drive Customer Insights: Analyze how customers use SmartPass, identify areas for improvement, and collaborate with customer education teams to enhance internal and external resources based on feedback and common issues.
- Collaborate Across Teams: Partner with product and engineering teams to proactively share customer insights, driving meaningful improvements to enhance both the platform and customer experience.
What You’ve Done
- 3+ years of experience in a technical support, solutions engineering, or similar customer-facing role, ideally with a background in education (such as IT) or relevant experience in EdTech.
- Hands-on experience with product integrations and system configurations, with familiarity in systems like Classlink, Clever, or similar platforms.
- Proven ability to collaborate cross-functionally, partnering with product and engineering teams to resolve issues and enhance the customer experience.
SmartPass is committed to creating a company where all employees regardless of background can show up and feel they belong. This is an ongoing journey, and we welcome questions one here we’re at during your interview process. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or fitness level.
The estimated salary range for this role is $85,000 - $95,000 per year. Actual compensation packages are based on a wide array of factors unique to each candidate including but not limited to demonstrated skill set, years & depth of experience, and some role dependent factors that can include certifications and software expertise. We also hope you’ll consider and be open to what else we provide outside of our base compensation. This includes our benefits, perks, equity, and other aspects of our overall employer brand including our culture which is built on our mission, vision and values. We welcome direct conversations with each candidate about compensation in all our initial calls.
