Customer Success Engineer

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 …