Customer Support Analyst
You troubleshoot and resolve complex customer issues involving SQL queries, data pipelines, API integrations, and Kafka. You map issues to data tables, documentation, and delivery mechanisms; diagnose source-system problems; optimize performance; investigate bugs with engineering; build troubleshooting tools; write documentation; prioritize incidents against SLAs; and translate customer pain points into product insights.
Responsibilities
- Troubleshoot and resolve customer issues involving SQL queries, data pipelines, API integrations, and Kafka
- Map customer issues to data tables, documentation, delivery mechanisms, and integration patterns
- Diagnose problems in Snowflake, BigQuery, Postgres, and other data sources
- Optimize data-source performance
- Collaborate with engineering to investigate bugs and ship fixes
- Develop internal troubleshooting tools and scripts
- Write customer and internal documentation
- Translate customer pain points into actionable product insights
- Participate in daily issue and improvement syncs
- Build an AI-native support system
- Triage and prioritize incoming issues against customer SLAs
Requirements
- Fluency in AI tools and modern AI practices
- Fluency in SQL
- Experience providing technical support for a SaaS or data product
- Working knowledge of blockchain data primitives across Solana and EVM chains
- Familiarity with APIs, data connectors, and ETL tools
- Scripting or automation experience with Python, Bash, or similar languages
- Understanding of Linux environments and command-line tools
- Excellent communication and documentation skills
- Ability to work independently and take ownership of issues from report to resolution
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- AD&D insurance
- Stock option grant
- Flexible paid time off
- 401(k) plan