This is not your typical support role. Were looking for someone who can think strategically, proactively identify and drive improvements, and act as the voice of the customer to influence our product direction.
Responsibilities:
Provide Tier 13 operational support for our ground breaking data-driven and GenAI based products
Investigate and resolve data integrity, integration, and usability issues with and for SW developers
Collaborate with developers, team leads, and application owners to deliver fast and accurate resolutions
Monitor application health (alerting, availability, incident response)
Deliver clear, empathetic communication and education to internal clients
Gather client feedback and translate it into actionable insights for product and engineering teams
Drive operational excellence through automation, documentation, and process improvements
5+ years in technical support, DevOps, or software engineering roles
Solid troubleshooting skills in complex environments (APIs, integrations, data pipelines)
Strong communication and collaboration skills able to speak both developer and user
Ability to work flexible hours and support cross-time-zone teams
Comfortable with logs, metrics, monitoring tools, and root cause analysis
Customer-first mindset with a passion for solving problems and making things better
