We are looking for a passionate and detail-oriented Customer Support Engineer to join our Customer Success team
In this role, you will serve as the technical backbone of customer support, working closely with clients to solve complex issues and ensure an exceptional user experience
Provide timely and effective support to customers via email, chat, and phone, addressing technical inquiries and resolving issues related to our data analytics and product development platforms
Analyze and troubleshoot software issues, bugs, and configurations, escalating to engineering teams when necessary
Investigate and reproduce technical issues reported by customers to identify root causes
Proactively provide solutions or workarounds and communicate them clearly to the customer
Become a product expert by deeply understanding the architecture, functionality, and best practices of our solutions
Assist customers in API integration, data migrations, and custom implementations as needed
Contribute to and maintain internal and external knowledge bases, including FAQs, troubleshooting guides, and training materials
Provide feedback to product and engineering teams to enhance product usability and functionality
Act as the voice of the customer within the company, identifying trends in issues to help shape product development priorities
Collaborate with cross-functional teams to ensure customer success and satisfaction
Requirements:
Bachelor’s degree in Computer Science, Information Technology, or a related field
3–5 years of experience in a technical support or customer-facing role, preferably in a software company
Strong technical troubleshooting skills and familiarity with debugging tools
Proficiency in SQL
Basic experience in at least one programming language (e.g., Python, JavaScript)
Knowledge of APIs, integrations, and cloud platforms (e.g., AWS, Azure, or GCP)
Excellent verbal and written communication skills with a focus on customer empathy
Experience in the data analytics or product development domain
Familiarity with tools such as JIRA, Postman, Zendesk and monitoring platforms
Knowledge of BI tools like Tableau, Power BI, or similar platforms
Benefits:
Full health care: We provide a range of fully-covered, competitive healthcare options
Unlimited time off: We offer employees unlimited paid time off
Free lunches: We provide a monthly stipend so you can enjoy lunches on us
Team events: We frequently host team events, like dinners and colocations
