overview

You will have the unique opportunity to provide technical support for our open-data community members and enterprise clients alike. You understand that delivering truly exceptional technical support experiences to clients requires advanced product and technical acumen, and the commitment to bring that knowledge together with collaboration and strong interpersonal skills to guarantee a positive client experience every time. Beyond providing outstanding client support, the Sr. Technical Support Engineer will help build the entire support experience by identifying and creating technical content and assisting in services team reporting and measurement.

YOU WILL:

• deliver high-quality technical support and solutions to both technical and non-technical end-users via phone, our support system, and other channels as needed, all the way through resolution.

• resolve and take full ownership of reported customer issues utilizing research, diagnosis, troubleshooting, and identifying solutions.

• develop and maintain an online knowledge base of issues/solutions.

• recreate product behaviors to determine root-cause(s), issue workarounds, and solutions.

• coordinate with Product and Engineering teams to assist in identifying, reporting, and resolving product defects.

• collaborate with Customer Success Managers to address technical issues impacting ongoing success.

• escalate software bugs or feature enhancements to our development and product management teams.

• autonomously work on projects and more complex assignments with tangible results delivering benefits to the organization.

• proactively look for ways to improve processes and innovate the support experience.

• build relationships and partnerships with other data. world teams.

• mentor and train new team members as the company grows.

WE'D LOVE TO SEE:

• 1+ years of proven and successful experience in a software/SaaS customer support role.

• 1+ years of SQL experience with the ability to construct complex SQL statements to query.

• practical experience with Python, shell scripting, and APIs.

• ability to diagnose and solve complex technical issues quickly and effectively.

• experience partnering with both external clients and internal teams to listen, understand, and get to the root of reported issues.

• an ability to function effectively as Lead in escalated cases, working directly with customers, and coordinating internal effort to address customer issues.

• strong organizational skills and a process and detail-oriented approach.

• exceptional communication skills (written and verbal).

• efficient multi-tasking skills with the ability to manage and prioritize multiple issues while ensuring an excellent user experience in a fast-paced environment.

• experienced in a startup environment, where multiple hats are exciting rather than daunting.

• an appetite to try new things. You're curious and excited to improve your process, and always looking to learn. You ask questions and don't shy away from challenges.

• ability to work remotely as part of a hybrid on-site and remote team.

BIG PLUSES INCLUDE:

• experience in the data industry (metadata or data management, ETL, etc.).

• experience with semantic web technologies, including RDF and SPARQL.

• experience with git/GitHub and code deployment with tools like GitHub Actions or CircleCi.

RLD