What are the responsibilities and job description for the Customer Success Engineer position at Sergeant Laboratories?
About Us
Sergeant Laboratories is a rapidly growing technology company best known for developing the award-winning AristotleK12 platform, trusted by millions of educators worldwide. AristotleK12 leverages cutting-edge machine learning and artificial intelligence to help schools manage student technology effectively, support instructional goals, and improve learning outcomes globally.
Position Overview
We are seeking a motivated Customer Success Engineer to join our dedicated team. In this role, you will be the first line of support for our K–12 school partners, helping them maximize the value of AristotleK12 through exceptional service and support. As well as learning career skills in implementation, cloud security, and artificial intelligence. The ideal candidate is a clear communicator, a quick learner, and thrives in a collaborative, fast-paced environment.
Key Responsibilities
- Own and evolve our internal documentation by leveraging AI tools and product knowledge to create clear, scalable resources that empower both customers and internal stakeholders.
- Investigate, troubleshoot, and resolve technical issues, while identifying patterns and contributing to long-term product improvements through collaboration with engineering and product teams.
- Act as a trusted advisor and frontline expert, engaging with customers via email, phone, and virtual meetings to ensure a seamless experience with AristotleK12.
- Deliver training sessions and onboarding experiences that help educators, administrators, and IT teams maximize the impact of AristotleK12 in their environments.
- Partner cross-functionally with product, engineering, and sales teams to surface user insights, shape product development, and improve customer experience through feedback loops.
- Continuously stay ahead of industry trends, feature updates, and AI-driven enhancements to recommend innovative solutions to our users and internal teams.
- Participate in occasional travel (up to 15%) for customer site visits, conferences, or team initiatives, helping to bridge real-world classroom needs with product innovation.
Qualifications
- Bachelor’s degree in MIS, Computer Science, or a related field – OR – equivalent work experience (2 years in IT or technical support)
- Practical experience applying AI technologies (e.g., OpenAI API, GPT-based tools) to streamline operations, support automation, and scale product support documentation.
- Previous experience in a technical support or customer-facing role is preferred, but not required—training is provided.
- Strong technical aptitude with solid problem-solving abilities.
- Excellent written and verbal communication skills.
- Self-driven, organized, and comfortable working independently or within a team.
- Experience with support ticketing systems and familiarity with Office 365 is a plus.
- Background in K–12 education environments or recognition for academic/workplace excellence is a bonus.
What We Offer
- Competitive salary with performance-based incentives
- Comprehensive health benefits
- 401(k) retirement savings plan
- Generous paid time off, holidays, and sick leave
- Career advancement and professional development opportunities
- A supportive, mission-driven, and collaborative work environment
Sergeant Laboratories is an equal opportunity employer. We value diversity and are committed to fostering an inclusive workplace for all employees.
Job Type: Full-time
Pay: $55,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Are you willing to undergo a background check in accordance with applicable law as part of the hiring process?
Ability to Commute:
- Onalaska, WI 54650 (Required)
Work Location: In person
Salary : $55,000 - $75,000