Company Overview:
Age of Learning® is the leading developer of engaging and effective Pre-K through 5th grade learning resources that help children build a strong foundation for academic success and a lifelong love of learning. The company’s research-based curriculum, developed by education experts, includes the award-winning programs ABCmouse.com® Early Learning Academy and Adventure Academy™, as well as the adaptive, personalized school solutions, My Math Academy®, My Reading Academy®, and My Reading Academy Español. Having served over 50 million children worldwide, Age of Learning is a global leader in efforts to advance equity, access, and opportunity for all children. To learn more about Age of Learning, visit www.AgeofLearning.com.
Summary:
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.
Responsibilities:
- 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
Minimum Requirements:
- 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.
Total Compensation:
The estimated salary range for a new hire in this position is $115,000 USD to $135,000 USD. Salary may vary depending on job-related factors, including knowledge, skills, experience, and location.
Age of Learning currently provides:
• 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 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year
• Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions
Security Advisory
At Age of Learning, we prioritize a safe recruitment process. Communication will come solely from official Age of Learning email addresses, @aofl.com, or our verified LinkedIn Recruiter accounts — be cautious of deviations. We will never request sensitive personal information during the early application stages. Interviews are conducted via phone, in person, or Zoom — never through messaging apps. Job offers are communicated verbally and followed by written documentation via Docusign. Any requests for personal information will occur through secure channels only.
An Equal Opportunity Employer
Age of Learning, Inc. (the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, gender expression, age, physical or mental disability, medical condition, pregnancy, veteran or military status, marital status, sexual orientation, gender identity, domestic partner status, genetic information, or any other legally-recognized protected basis under federal, state, or local laws, regulations, or ordinances. Age of Learning, Inc. (the “Company”) will consider qualified applicants with criminal histories pursuant to EEOC requirements and state applicable laws, e.g. New York City Fair Chance Act.
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Last updated on Jan 8, 2025