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Technical Support Engineer

| Austin

The Technical Support Engineer acts as the primary technical advocate and facilitator of technical issues between an institution and our core internal engineering, product, and service teams.  This position is responsible for resolving Tier 2 technical support issues through troubleshooting techniques, escalation management, and problem-solving complex coding challenges.  In addition, this role is responsible for building and debugging custom ETL logic in our data pipeline to match our partner’s business logic and surface data in a usable form in their apps.  The Technical Support Engineer ensures all matters reach full-circle resolution by thoroughly tracking the lifecycle of an issue/task while maintaining strong lines of open communication with a partner.

In this role you will gather technical requirements that outline specific steps to resolve issues related to data, product usability, and systems configuration.  You will also build support team documentation.


Our Technical Support Engineer is in frequent contact with our partner (customer) base and is key to overall customer satisfaction after products are deployed to institutions.


Primary Responsibilities

  • Act as Tier 2 Support.

  • Reproduce and confirm product/data defects.

  • Gather information and prescribe steps to resolution for expected vs. actual outcomes.

  • Develop and debug ETL data transformations to map client data systems into our canonical data schema.

  • Gather customer requirements and business logic and translate into query logic for use in custom data views and filters.

  • Develop and debug data extract and ingest behavior using AWS and Linux cloud-based tools.

  • Monitor product environments such as data feeds and SLA uptimes.

  • Create technical documentation to serve as a knowledge base for handling support issues and recurring data engineering tasks.

  • Ensure partner inquiries are responded to within established timeframes and support service levels are achieved.


  • 2+ years experience in technical support or equivalent customer-facing role with a track record of increased responsibility.

  • Ability to read and write SQL database queries.

  • Ability to work from a Linux command-line.

  • Ability to navigate SIS, LMS, and homegrown databases for root cause problem identification and analysis.

  • Ability to diagnose issues in source code to assist engineering prioritization.

  • Possess advanced customer relations skills to de-escalate situations and build unified partner trust.

  • Excellent written, verbal, and listening skills to convey complex technical issues to appropriate audiences correctly for action or education.

  • Demonstrated experience managing multiple issues and priorities at once.

  • Work as a high performing contributor on the Partner Care team and with other departments.

Nice to Have Skills

  • ETL pipeline development

  • AWS (EC2, S3, Redshift)

  • PeopleSoft, Banner, Colleague or Degree Works databases

  • Python and/or Java

About Civitas Learning®:  

Civitas Learning offers medical, dental, and vision insurance as well as a 401k plan. We also have a generous flexible, paid time off policy. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability. 

Civitas Learning partners with universities and colleges dedicated to helping more students learn well and finish strong. We provide tools and services for educators that bring together and make the most of their diverse and disconnected data streams; personalize information and support for their students; and deepen understanding of the impact of their student-success initiatives. Through our work together, our partners are empowering leaders, advisors, faculty, & students—and measurably improving enrollment, persistence, and graduation outcomes. 

Today, Civitas Learning is a strategic partner to more than 350 colleges and universities, serving nearly 8 million students. Together with our growing community of partners, Civitas Learning is making the most of the world’s learning data to graduate a million more students per year by 2025. 

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases


We're in the heart of downtown Austin near great restaurants and watering holes. We also love our view of Lady Bird Lake.

What are Civitas Learning Perks + Benefits

Civitas Learning Benefits Overview

Civitas Learning offers medical, dental, and vision insurance as well as a 401k plan. We also have a generous flexible, paid time off policy. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Our FSA allows you to utilize pre-tax dollars to pay for eligible medical, dental, and vision expenses. The pre-tax contribution amount for 2018 is up to $2,650.
Disability Insurance
We offer short and long term disability coverage.
Dental Benefits
Keep your teeth clean! Our dental plan covers 100% of the cost of preventative care, including x-rays.
Vision Benefits
Our vision insurance plan provides 100% coverage for annual eye exams and lenses after a $10 copay. Frames and contact lenses are covered up to $130.
Health Insurance Benefits
We offer comparable health insurance plans and are fully insured. Offering both an HSA (with employer contribution) and an FSA.
Life Insurance
We cover basic life insurance with additional options to purchase individual and dependent plans.
Pet Insurance
We love pets so we offer pet insurance to cover your dog or cat for accidents, illnesses, wellness care and more.
Wellness Programs
We promote healthy habits so we partner with Global Fit to offer various wellness programs and discounts.
Onsite Gym
Our corporate headquarters offers an onsite gym to employees to get their workout on!
Retirement & Stock Options Benefits
We provide employees with a 401(k) option and auto enroll new employees at a 5% contribution.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family is important. Primary caregivers receive 100% of wages for 12 weeks with the option to take an additional 4 weeks unpaid. Secondary caregivers receive 100% of wages for 4 weeks.
Flexible Work Schedule
We offer a flexible work day schedule to all employees, pending their manager's discretion.
Remote Work Program
We allow employees to occasionally work remotely, pending their manager's discretion.
Family Medical Leave
We offer up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Vacation & Time Off Benefits
Unlimited Vacation Policy
We trust our employees to get their work done and take off time as needed, which is why we offer a paid, open leave vacation policy.
Paid Volunteer Time
Paid Holidays
We offer all employees paid time off to observe all major holidays.
Paid Sick Days
We offer paid sick days for all employees.
Perks & Discounts
Casual Dress
We are here to do great work - jeans and all!
Company Outings
Stocked Kitchen
We have a fully stocked kitchen including unlimited snacks, hot & cold brew coffee, tea, soda, and all of the flavored LaCroix you can handle.
Some Meals Provided
We provide catered lunches on Wednesdays and breakfast on Fridays.
Happy Hours
Our employees don't worry about where they will park—we cover garage or lot parking. For those who bike or ride to work, we offer a stipend.
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

In addition to all of the wonderful perks and benefits we offer employees, we also have a diverse culture committee who's sole mission is to work together, with mutual respect of all perspectives, differences, and approaches, in advocacy of the current and future culture at Civitas Learning.

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