Two years as the day-to-day technical resource for university administrators, faculty, and students on a higher-ed SaaS platform, investigating real platform issues at a level deeper than scripted support.
As a Customer Success Analyst on Experiential Learning Cloud (formerly Tevera), I supported university administrators, faculty, instructors, students, and site supervisors managing internship and practicum placements. My technical background let me investigate problems past basic scripted troubleshooting, into real configuration and data issues.
Day to day work spanned account and access issues (SSO/LTI login problems, duplicate accounts, role and permission errors), placement and supervisor workflow troubleshooting, and multi-signer form routing logic. One representative project involved manually correcting roughly 41 misclassified timesheet entries across a time-tracking system, working directly with administrators to identify the right reporting structure for their program.
A lot of the trickiest tickets came down to role configuration: students, supervisors, site supervisors, authorized site representatives, faculty, and administrators all needed the right access to see and sign the right forms. I regularly diagnosed why a user couldn't access or sign a form, whether they simply had the wrong role assigned, and worked with internal teams to correct it. On the forms side, I troubleshot multi-step signature routing (sequences like Student → Authorized Site Representative → Director), missing signature options, forms stuck showing "Review" instead of "Sign," and incorrect signer assignments, plus LMS/LTI integration issues where a course failed to auto-provision correctly.
When an issue needed a real configuration or code-level fix, I gathered full customer context before escalating, so tickets reached Engineering, Product, or Implementation with clear requirements instead of a vague complaint. I also ran live configuration walkthroughs with administrators, screen-sharing through reporting and workflow options so they could make informed decisions about how to set up their program.
This role sits at the intersection of my technical background and direct customer communication: understanding a system well enough to diagnose it, and understanding the person using it well enough to explain the fix in their terms.