Senior Technical Support Engineer

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Treasure Data

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Data Acquisition • Data processing • Advanced Analytics • Customer Data • Customer Data Platform

501 - 1000

Description

• Provide technical support to customers via Zendesk and Jira ticketing tools. • Collaborate with cross-functional teams, including customer success, engineering, product, and professional services, to resolve global customer issues. • Analyse and troubleshoot customer issues related to our Customer Data Platform (CDP). • Educate customers on best practices and product features to increase their adoption and success. • Identify and prioritise customer feedback to improve our product and customer experience. • Contribute to the development of our internal and public documentations to enhance support efficiency and effectiveness. • Participate in regular team meetings and training sessions to stay up-to-date on our product and support processes. • Continuously learn and expand technical and product knowledge to become a subject matter expert in our CDP. • Prioritise customer satisfaction and aim to provide exceptional support to every customer interaction. • Collaborate with global teams, including Japan and UK, and US to share knowledge and escalate customer issues for follow-the-sun support model of 24x7 on-call support.

Requirements

• A minimum of five years of experience working in a customer-facing role. • Excellent troubleshooting and problem-solving skills. • Strong SQL writing skills to troubleshoot and analyze data issues. • Hands-on experience in using monitoring tools such as Splunk and DataDog. • Proficient in managing time-critical requests. • Familiarity with at least one programming language is desirable, such as Python, Ruby, or Shell. • Proficient in working with REST APIs through CURL or using a platform, such as Postman. • Previous experience working in CDP is a bonus. • Passion for learning and expanding technical and product knowledge. • Ability to work independently and as part of a team in a fast-paced, dynamic environment. • Customer-focused mindset with a commitment to providing exceptional customer support. • Strong communication skills with excellent verbal and written English abilities. • Having knowledge of ticketing tools like Jira and Zendesk is an advantage.

Benefits

• Competitive compensation packages • Restricted Stock Units (RSU) • Paid vacation and sick time • Paid volunteer and mental health days • Up to 26 weeks paid parental leave • 16 Company holidays (includes 2 floating holidays) • RRSP with company match • Employer provided Supplemental medical, dental, disability & life coverage