Customer Success Engineer

WHO WE ARE: MagicSchool is the premier generative AI platform for teachers. We're just over a year and a half old, and more than 4M teachers from all over the world have joined our platform. Join a top team at a fast growing company that is working towards real social impact. Make an account and try us out at our website and connect with our passionate community on our Wall of Love.

Customer Success Engineer (EdTech)

Role Description:
As a Customer Success Engineer, you will bridge technical engineering with client success, ensuring seamless integrations, solving technical challenges, and delivering exceptional onboarding and post-sales experiences. You will design and implement scalable solutions, customize generative AI tools to fit specific customer needs, and act as a trusted technical advisor to both internal teams and external clients. This role requires both technical expertise and strong communication skills to translate complex concepts into accessible solutions for educators and administrators.

Responsibilities:

• Technical Implementation and Support
  Manage technical integration projects (e.g., SSO, Clever, API connections), troubleshoot onboarding challenges, and ensure successful adoption with minimal engineering dependency.

• Generative AI Customization
  Collaborate with customers to design AI-driven solutions through advanced prompt engineering, delivering tailored workflows that enhance educator efficiency.

• Documentation and Operational Efficiency
  Develop comprehensive onboarding materials and user-friendly technical guides for diverse audiences, streamlining processes for scalability.

• Cross-Functional Collaboration
  Serve as a technical bridge between customers, engineering, customer success, sales, and product teams, ensuring alignment during pre- and post-sales processes.

• Customer-Focused Innovation and Leadership
  Monitor feedback to drive product improvements, build prototypes to showcase capabilities, and mentor teammates on technical best practices and AI customization.

Qualifications, Competencies, and Skills:

• Technical Integration and Troubleshooting
  Deep expertise in debugging integration issues (e.g., SSO, APIs, LTI) and working with platforms like Clever, Canvas, Schoology, or Google Classroom.

• Proficiency in Development and Data Tools
  Skilled in modern web technologies (Node.js, React, TypeScript, PostgreSQL), SSO protocols (OAuth 2.0, OpenID), and tools like SQL and Metabase for data insights.

• Generative AI Customization
  Experience tailoring AI tools using advanced prompt engineering and innovative methodologies to meet customer needs.

• Process Documentation and Scalability
  Proven ability to document systems, streamline processes, and create scalable frameworks for tracking and improving integrations.

• Stakeholder Engagement and Problem-Solving
  Exceptional communication skills to bridge technical and non-technical audiences, combined with a customer-first approach to solving complex challenges.

Experience:

Required:

• 2+ years in a technical role such as Customer Success Engineer, Technical Implementation Specialist, or Pre/Post-Sales Engineer.

• Demonstrated expertise in API integrations, SSO systems, and generative AI customization.

• Proven ability to manage and resolve technical integration challenges in client-facing environments.

Preferred:

• 5+ years in a technical role in EdTech such as Customer Success Engineer, Technical Implementation Specialist, or Pre/Post-Sales Engineer.

• Experience with Edlink or other EdTech integration platforms.

• Familiarity with ticketing systems and process improvement methodologies.

• Background in both Customer Success and Engineering functions, showcasing versatility and a collaborative mindset.

• Startup experience and the ability to thrive in a fast-paced, dynamic environment. 

Notice: Priority Deadline and Review Start Date

Please note that applications for this position will be accepted until 1/27/24 - applications received after this date will be reviewed on an intermittent basis. While we encourage early submissions, all applications received by the priority deadline will receive equal consideration. Thank you for your interest, and we look forward to reviewing your application.

Our Benefits: We are proud to offer generous benefits, such as unlimited PTO, 100% employer covered health insurance, a wellness stipend, a 401(k) match, and vision/dental insurance.

Our Values:

• Educators are Magic:  Educators are the most important ingredient in the educational process - they are the magic, not the AI. Trust them, empower them, and put them at the center of leading change in service of students and families.

• Joy and Magic: Bring joy and magic into every learning experience - push the boundaries of what’s possible with AI.

• Community:  Foster community that supports one another during a time of rapid technological change. Listen to them and serve their needs.

• Innovation:  The education system is outdated and in need of innovation and change - AI is an opportunity to bring equity, access, and serve the individual needs of students better than we ever have before.

• Responsibility: Put responsibility and safety at the forefront of the technological change that AI is bringing to education.

• Diversity: Diversity of thought, perspectives, and backgrounds helps us serve the wide audience of educators and students around the world.

• Excellence:  Educators and students deserve the best - and we strive for the highest quality in everything we do.