Triage and resolve technical support tickets submitted by the Client Research Services (CRS) team
Escalate issues to Engineering only when necessary, progressively reducing dependence as you gain expertise
Refine and maintain technical documentation, including the CRS and Engineering runbooks
Identify and recommend opportunities for automation and system improvements
Collaborate closely with Engineering and Product teams to advocate for scalable solutions and internal tooling improvements
Manage access and permissions (e.g., MongoDB credentials) as required to fulfill support tasks
Report to the Director of Client and Research Success and work cross-functionally with the Engineering and Product teams, playing a critical part in maintaining high-quality execution while unlocking efficiency through process improvement and automation.

Requirements

2+ years of experience in technical support, solutions engineering, or an equivalent technical role
Strong problem-solving skills and a passion for understanding how systems work
Comfortable working with internal stakeholders to identify and resolve technical issues
Familiarity with modern software tools and databases (MongoDB experience is a plus)
Able to synthesize information and improve documentation over time
Excellent organizational skills and the ability to prioritize multiple issues at once
A collaborative mindset and eagerness to learn from others across Engineering, Product, and Client Success teams

Benefits

100% Medical, Dental & Vision Plans
Generous PTO (3 weeks first year, 4 weeks second year, 5 weeks third year, 6 weeks fourth year onward)
Equity options
401k, FSA
Ongoing professional development stipend

Applicant Tracking System Keywords

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

Hard Skills & Tools

technical supportsolutions engineeringautomationsystem improvementsdocumentationproblem-solvingMongoDB

Soft Skills

collaborative mindsetorganizational skillsprioritizationeagerness to learnsynthesizing information