{"id":3076914,"url":"https://alion.io/job/kuali-customer-support-specialist","title":"Customer Support Specialist","company":{"id":1772549,"name":"Kuali","domain":"kuali.co","url":"https://alion.io/company/kuali","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paycor","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"unspecified","remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":45000,"max_usd":99000,"period":"year","method":"global_role_seniority_cell","sample_n":1152},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Asana","optional":false},{"name":"ChatGPT","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-22T11:02:56Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-28T02:51:41Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Customer Support Specialist\nAbout the Role\nYou will be part of the integrated Kuali Customer Success team, working closely with Project Managers, Functional Consultants, Customer Success Managers, Customer Success Engineers, and Product colleagues, who are focused on helping customers get the most value from their investment in our software, and the team-members who design and build our products.\nAt Kuali, a Customer Support Specialist is responsible for assisting our customers in using our products to effectively manage the complex needs of higher education. You’ll do this by being responsive to our customers when they have questions about how best to use our software, run into issues they need help with, and documenting our software and best practices. This includes investigating system questions or issues so you can provide timely responses and/or resolutions back to our customers. Your communication skills and ability to build lasting relationships with these clients will ensure they have everything they need to have a great experience using our software. You take what you learn from working with our customers and share that with the entire team in order to improve our product. This is a fully remote position.\nWho are we?\nKuali builds software solutions for higher education. We help our customers - colleges & universities - focus on providing a fantastic education to students by decreasing their administrative costs. We work in a competitive space, ripe for innovation, with users ready to be delighted. We are poised for high growth.\nOur Culture\nAs a company, we are guided by our cultural values:\nIterate to evolve\nCultivate openness\nAct with accountability\nAssume the best\nPractice humility\nDeliver amazing experiences\nDrive outcomes\nAt Kuali, we learn from and teach each other, we practice transparency and empathy, we delight in delivering value to our customers, and we WIN!\nWe’ve embraced distributed work for years-it’s part of who we are. Many of our employees work remotely across the U.S., from Massachusetts to Seattle, while others collaborate in person at our office locations. We’re intentional about creating a healthy, connected culture no matter where you work.\nWhat you’ll be responsible for\nRespond to incoming support tickets within our defined SLA timeframe.\nManage prioritization of issues by taking into account severity of issue, end user impact, customer relationship, etc.\nTroubleshoot and investigate issues or questions that customers submit in a timely manner.\nDo due diligence in independently investigating issues, but also know when you need to reach out for assistance or when a question requires additional expertise.\nDisseminate information gathered into a clear and consumable way to the customer, ensuring we’re addressing all questions/concerns in our response.\nContinue to deepen your knowledge and understanding of our software so you can respond accurately to customer questions or issues.\nStay up to date with our continuously delivered products and features so you can provide support to our customers.\nContinually strive to be self-sufficient and able to handle/manage support issues that arise.\nWhen testing and troubleshooting an issue, think through possible causes, solutions, workarounds, and any short/long term steps that need to be taken to resolve.\nTake ownership of issues and follow up as necessary with the appropriate parties until full resolution is achieved.\nAssist in creating system documentation for our support portal.\nOccasionally help retest code fixes related to customer support issues.\nAbout you\nYou align with Kuali’s values: You model curiosity, openness, accountability, and a commitment to delivering amazing experiences.\nYou’re a resourceful executor: You take broad vision, collaborate on strategic priorities, and own the steps required to make it real, from planning to hands-on implementation.\nYou’re calm under pressure: You can handle shifting priorities, ambiguity, and fast-changing situations with resilience.\nYou’re collaborative and influential: You build trust quickly and communicate clearly across all levels of the organization.\nYou’re organized and detail-oriented: You can manage multiple projects at once without losing sight of the big picture.\nYou thrive in remote environments: You know how to create alignment and connection across distributed teams.\nYou roll up your sleeves: You’re comfortable being the ‘doer of last resort’ in a resource-constrained environment.\nYou have broad experience: You’ve independently led multi-disciplinary projects in resource-constrained environments where the buck stopped with you.\nIdeal candidates have experience with:\nDelivering Software as a Service (SaaS) solutions.\nHave a background providing support for enterprise software; at least 3 years.\nAbility to multi-task effectively in a fast-paced environment and tame support tickets with the best of them.\nHave contributed to a culture of meeting or exceeding product SLAs.\nKnow how to thoroughly test software. Push every button and peer into every corner.\nYour communication skills, both spoken and written, are renowned. You listen and ask the right questions to understand a customer’s needs.\nYou are proactive and sensitive to customer needs; some even suspect you may be a mind reader.\nAre passionate about your role in helping customers achieve their missions, and are ready to dig in and solve problems.\nYou live in a growth mindset with an enthusiasm for learning.\nYou are flexible and can work independently, cross-functionally, and on multiple initiatives at the same time.\nYou are a motivated self-starter with a determination to get results.\nYour peers and previous colleagues would describe you as a great team player because of your strong interpersonal skills and ability to build relationships.\nBachelor’s Degree or equivalent work experience.\nWe’d be delighted if you bring experience with:\nHave a background in the Higher Ed Community and/or Technology\nYou’ve worked in a Higher Education office in the business domain of our needs for Research, Academic Operations, and Business Continuity\nYou’ve used Kuali software\nHave experience working with software engineers to creatively solve problems\nYou’ve helped influence product development based on your domain expertise\nHave used one or more of these technologies: Zendesk, Asana, JIRA, ChurnZero, AI language models (e.g., ChatGPT)\nPerks\nThe opportunity to work together with smart, passionate people building a high growth, highly profitable SaaS company\nFlexible remote work with no expectation of returning to an office setting\nA truly exceptional benefits package, including 100% company-paid medical and dental insurance \n100% 401(k) matching up to 4%\nPaid Maternity/Parental leave\nFlexible PTO - no accrual limits, no ‘use it or lose it.’ Just work with your manager to make sure the team’s covered, and take the time you need to recharge.\nEncouragement and support for ongoing learning and skill development\nRecognition platform to celebrate contributions with meaningful incentives\nCompany retreats to connect, recharge, and collaborate.\nKuali has been voted a top place to work for 9 years by the Salt Lake Tribune. In 2024 TIME Magazine honored us by naming Kuali to their list of the World’s Top EdTech Companies, ranking us #99 overall and #37 in the US.\nAt Kuali, we value and respect individuals from all backgrounds, recognizing that a rich tapestry of experiences and perspectives fuels our success as a company and enriches our collective human experience","description_format":"text","description_chars":7557,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["EdTech Platforms","Workflow & Process Automation (RPA, BPM)"],"lifecycle":[{"event":"open","at":"2026-10-22T11:02:56Z"}],"visa":[],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":0.945,"age_days":4,"expected_fill_days":7,"reasons":["conf:1","velocity","win:mid"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/kuali-customer-support-specialist","json_url":"https://alion.io/job/kuali-customer-support-specialist.json","meta":{"generated_at":"2026-10-28T03:21:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1772549},"rest":"https://alion.io/mcp/rest/get_company?id=1772549"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkuali-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkuali-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkuali-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kuali-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkuali-customer-support-specialist"}]}