Kuali Application Support Services Manager in Lehi, Utah
Kuali is a growing cloud software company that partners with colleges and universities to build open source solutions in a competitive space where users are just waiting to be delighted. Your exceptional communication skills, service mindset, and passion for problem solving with uncommon software mastery will help our partners and customers transform administrative operations, so they can invest their resources in teaching and learning.
Why join us? Our work matters — we’re helping our customers improve the quality of education by decreasing administrative costs. We compete in a competitive space where users are saddled with outdated, inefficient, legacy ERPs and eager to be delighted. We’re generating revenue and growing quickly with over 160 customers and 60 employees. You’ll have a significant impact on what we do and how we do it because we are an empowered group of entrepreneurs. Plus, you’ll get to work with some truly amazing people at a fast-growing, design-centric EdTech startup.
We offer a truly exceptional benefits package including full premium coverage for employee and dependent medical and dental care. We offer 401(k) matching, employee profit sharing and all the paid-time off that you need (just work it out with your manager).
You’ll delight customers with an incomparable application support experience as you scale services to meet the needs of our growing customer community.
What you’ll be responsible for...
Owning Tier II support operations for our Student suite (currently Curriculum Management and Catalog)
Using data to develop and refine support processes that delight customers and help the product team prioritize enhancements and bug fixes
Administering and maintaining support tools
Acquiring deep functional understanding of our product offerings and integration capabilities and serving as the ‘go-to’ person for ‘how-to’ questions
Managing customer support requests from initial triage to final resolution, including troubleshooting, reproducing issues, identifying duplicate issues, and revising descriptions for smooth handoff to product and engineering
Escalating urgent issues to engineering and serving as incident manager as needed
Collaborating with product and engineering management to ensure issues are appropriately prioritized and prepared for sprint planning
Scaling support operations and building a team as we add new customers and products
Creating user support materials, including knowledge base articles and tutorials
You’ve been in technical support long enough to have made a lot of mistakes as you learned to identify trends and streamline processes to deliver amazing support experiences
Your technical troubleshooting skills have been described by others as ‘psychic powers’ or ‘super-human abilities’
You crave the opportunity to support products with daily code releases of new features and bug fixes
You’ve experienced the agony of legacy ERP systems and want to be a part of a team destined to rescue higher ed from the pain
You can successfully convert customer-speak to engineer-speak without using a translation app
The experience and technical requirements you have to have:
At least two years of experience managing Tier II technical support operations for higher ed, government, or business software applications
At least two years of system administrator experience with highly configurable enterprise software applications
At least three years of experience providing web-based customer service or technical support to business users
Deep technical understanding of web-based enterprise software applications or higher education student information systems
Experience using RESTful APIs to integrate modern web applications with legacy ERP systems
Ability to successfully manage competing priorities, make decisions, and accept accountability in a fast-paced environment
Ability to quickly master software applications and determine creative solutions to business problems on-the-fly
If you happen to have some of these too we’d be delighted:
You have experience implementing, administering and supporting higher ed student information systems, like Banner, Colleague or PeopleSoft
You’re an integrations NinjaGuru
You’ve configured and maintained support tools, such as Jira, FreshDesk, ZenDesk
You’ve supported cloud software with a continuous delivery model and have participated in agile development sprint processes
401k matching (up to 4% of your salary)
Full health premiums covered by company for you + dependents
Take the PTO you need
Technology and training allowances