Troubleshoot Incidents: Investigate and resolve product-related incidents to full resolution or escalate them through appropriate channels when necessary.
Incident Queue Management: Maintain an individual incident queue, ensuring timely and accurate updates and communications with both customers and internal resources.
Customer Engagement: Answer customer inquiries, engage in discussions with customers on Sifters (our online customer community), and assist them in finding solutions to their challenges.
Knowledge Base Articles: Contribute to the development of customer-facing knowledge base articles to empower customers with self-help resources.
Cross-function Collaboration: Collaborate with customers, CSMs (Customer Success Managers), Product, and Engineering teams to resolve inquiries, clarify technical issues, and oversee escalated cases to completion
Data Pulls: Provide support for custom data pull requests, leveraging SQL/Snowflake and Python skills for advanced customer needs

Requirements

3+ years of experience in technical troubleshooting of a business application, preferably supporting a software as a service (SaaS) platform
Proficient with REST APIs, SQL (including join queries), and data analysis methods (Snowflake, Databricks)
Experience working directly with customers on a global scale, demonstrating your ability to address diverse customer needs.
Possess an energetic, enthusiastic, and "can do" attitude, with a passion for solving problems and delivering exceptional customer service.
Be highly detail-oriented, ensuring that all customer issues are thoroughly investigated and resolved.
Have a genuine passion for helping customers and a commitment to ensuring their success.

Benefits

Offers Equity 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score

Applicant Tracking System Keywords

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

Hard Skills & Tools

technical troubleshootingREST APIsSQLdata analysisSnowflakeDatabricksPython

Soft Skills

customer engagementproblem-solvingattention to detailenthusiasmcan-do attitudecommitment to customer success