Kuali Application Support Services Manager in Lehi, Utah

ABOUT KUALI

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 We compete in a competitive space where users are saddled with outdated, inefficient, legacy ERPs and eager to be delighted.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).

JOB DESCRIPTION

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

About you…

  • 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

Requirements

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

Benefits

Autonomy

Profit sharing

401k matching (up to 4% of your salary)

Full health premiums covered by company for you + dependents

Take the PTO you need

Paid Holidays

Technology and training allowances