Act as primary technical liaison, providing real-time updates and issue resolution.
Troubleshoot and resolve customer cases, file processing delays, and system performance issues.
Coordinate with Cloud Ops and Engineering to execute customer tasks and resolve technical issues.
Support Customer Success Managers in QBRs, executive presentations, and account strategy.
Track customer enhancements, deliver reports/dashboards, and monitor incident response.
Lead training/workshops to improve customer knowledge of products.

Requirements

5+ years in customer-facing technical support or account management.
Strong troubleshooting, problem-solving, and cross-team coordination skills.
Experience with SQL, BI tools (Power BI, Metabase), and troubleshooting code (JavaScript/Node.js preferred).
Excellent communication and relationship-building skills.
Ability to work under pressure during urgent or high-impact events.
Experience with SaaS, cloud platforms, messaging technologies, APIs, and integrations preferred.

Benefits

Fully covered Medical, Dental, and Vision coverage for employees
Cost share for dependents
401(K) plan with company match
Fully covered STD/LTD
Employee Assistance Program (EAP)
Paid Maternity Leave
12 weeks of paid parental leave for birthing parent
Paid Paternity Leave
Flexible PTO policy - We trust employees to manage their time effectively and take time off as needed to maintain a healthy work-life balance. Discretionary time off is unlimited, subject to manager approval and business needs.
12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st
On-site gym available for free use in Denver, CO for employees based in the Denver area

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

SQLBI toolsPower BIMetabaseJavaScriptNode.jstroubleshootingproblem-solvingAPIsintegrations

communicationrelationship-buildingcross-team coordinationability to work under pressurecustomer-facing support