data.world · 1 day ago

Operations and Support Engineer

United States

Full-time

Remote

Entry Level

1+ years exp

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Responsibilities

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 data.world's 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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical supportSQLSoftware/SaaS supportProcess improvementData industry experienceSemantic web technologiesRDFSPARQL

Required

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.