Serve as the primary technical support contact for customers, triaging and resolving tickets while escalating complex issues to Engineering and Data teams as needed
Create and refine product rules to address customer issues and drive incremental improvements, working both independently and with contractor resources
Monitor product performance using Hex, SQL, and internal dashboards, identifying trends and surfacing insights to Data, Product, and Engineering teams for larger improvements
Partner with Account Management and Solutions Engineering teams to ensure they have the metrics, performance data, and context needed to manage customer relationships effectively
Document troubleshooting processes and resolutions to build institutional knowledge

Requirements

2+ years in a customer support role, supporting a technical product
Strong customer service orientation with excellent written and verbal communication skills
Ability to triage, prioritize, and solve technical problems independently
Proficiency with SQL, Excel/Sheets, and data analysis
Detail-oriented, process-driven approach with eagerness to improve systems and workflows
Experience working in high growth startups (Nice to have)
Familiarity with BI tools like Hex, Looker, Tableau, etc (Nice to have)
Familiarity with ticketing systems (we use Pylon) (Nice to have)

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

SQLdata analysisExcelExcel Sheetstroubleshootingproduct rules creationperformance monitoring

Soft Skills

customer service orientationwritten communicationverbal communicationproblem-solvingdetail-orientedprocess-drivenindependent work