Client Summary:

• Rapidly growing data and analytics company focused on improving access to critical public record information
• Proprietary database with one of the most comprehensive historical record collections in the market
• Trusted by dozens of enterprise and research clients across multiple industries
• Lean, high-impact startup environment where employees have direct influence on company growth
• Mission-driven platform helping organizations make faster, more informed decisions using large-scale data indexing

Position Responsibilities:

• Ensure timely and accurate technical setup and delivery of products to prospective and contracted customers.
• Provide technical support to customers by diagnosing, troubleshooting, and resolving product or system issues through email or phone. This includes data deliveries, connections, access permissions, API integrations and cloud environment configurations.
• Perform hands on triage in systems such as Databricks, Azure, Airflow and cloud storage services, including analysis and pipeline debugging.
• Act as the technical escalation point, working closely with engineering, product, and operations teams to resolve complex issues and identify areas of improvement.
• Support service‑level commitments, ensuring incidents are handled within defined SLAs and escalating when necessary.
• Maintain accurate records of support activities, solutions, and customer interactions in the support platform.
• Create and improve knowledge base articles, troubleshooting guides, and internal documentation.
• Collaborate with Sales, Product, and Operations teams to improve customer experience.

Experience & Skills:
Required Experience and Qualifications:

• Minimum of 2 years of experience in a customer-facing technical support, customer support engineering, or IT troubleshooting role.
• Strong proficiency with SQL and at least one scripting language (e.g., Python, Bash or similar)
• Hands-on experience supporting SaaS, cloud platforms, APIs, and modern stack tools (e.g., Azure, Databricks, AWS, Airflow) is essential.
• Experience working with Project Management (e.g., Asana, Monday.com) and CRM tools (e.g., HubSpot, Salesforce) is required.
• Prior work in a customer‑facing technical environment with responsibility for resolving complex issues.
• Excellent communication of technical concepts into accessible explanations.
• Proven ability to build and maintain long-term relationships with internal and external stakeholder

Compensation $100k-$120k, Standard benefits for health, dental, vision, 401K with employer contribution. Unlimited PTO, Federal Statutory holidays