About this role
The Customer Success Engineer (CSE) is a hybrid, Swiss army knife role primarily responsible for providing high-quality, comprehensive technical support for the Pathify platform. As Pathify continues to scale across the globe, they will join the US based support team (and in the future UK based resources) to provide 24/7 care and support to Pathify’s growing customer base. Reporting to the Support Team Lead based in the US, this is a founding Customer Success role in the APAC region with plenty of room for growth. Once onboarded and trained in support, secondary responsibilities will grow to include partnering with Sales on the scoping and delivery of implementations in-region. This will include regularly connecting via Zoom or on-site meetings to guide functional and adoption consulting alongside the technical light-up and integration of the platform — from kickoff through go-live. In this dynamic role, the CSE must demonstrate exceptional customer service and troubleshooting skills along with a high degree of adaptability and flexibility. A passion for problem-solving, technology and helping others is essential to promote customer success and expansion. Essential Functions Diagnose, debug, and resolve complex application, integration, and data issues escalated beyond Tier 2. Own the troubleshooting of SAML SSO configurations and API-driven integrations for live customers. Read and interpret JavaScript, scripting languages, and system logs to pinpoint the root cause of unexpected platform behavior. Diagnose authentication flows, API calls, and system interoperability challenges, teaching colleagues your approach as you go. Manage and validate complex file provisioning workflows, including structured data files (CSV, JSON, XML) and secure automated transfers via SFTP. Provide first-line technical coverage during Australian and New Zealand business hours, serving as the in-region escalation point for regional customers. Participate in the global rotation providing engineering-level response for critical customer-reported issues Serve as implementation lead for newly signed institutions in-territory, owning functional and adoption consulting alongside the technical configuration throughout. For key opportunities, provide technical sales support in conjunction with regional Account Executives.