Operations and Support Engineer

5 days ago

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data.world

WebsiteLinkedInAll Job Openings

data collaboration • data science • analytics • enterprise • teamwork

51 - 200 employees

Founded 2015

☁️ SaaS

🤖 Artificial Intelligence

🏢 Enterprise

Description

• We are looking for an Operations and Support Engineer. • Provide technical support for our open-data community members and enterprise customers. • Deliver high-quality technical support and solutions to both technical and non-technical end-users. • 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 development and product management teams. • Autonomously work on projects and more complex assignments with tangible results. • Proactively look for ways to improve processes and innovate the support experience. • Build relationships and partnerships with other teams.

Requirements

• 1+ years of proven and successful experience in a software/SaaS customer support role. • 1+ years of SQL experience with the ability to read complex SQL statements. • 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. • 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. • 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.

Benefits

• Competitive compensation with bonus program. • Up to fully paid health, vision, and dental insurance premiums for you and your entire family. • Company-paid life insurance, long-term disability insurance, and legal coverage. • Flexible PTO & Dedicated Parental Leave Program. • Remote-first, flexible, casual environment. • Annual Wellness Reimbursement & New Employee Office Stipend. • Generous Stock Option Plan with Refresh Program. • Company and Team events for connection and fun. • An awesome group of smart coworkers, including a tight-knit team of startup veterans with integrity, passion, and a good sense of humor. • Your own Sparkletar owl character!