Customer Support Engineer

Summary

Join Datavant's highly collaborative, remote-friendly team as a Customer Support Engineer. You will be the primary point of contact for customers, resolving inquiries and technical issues. This role involves collaborating with cross-functional teams to improve customer experience and support processes. A dedicated customer service mindset, excellent communication skills, and strong problem-solving abilities are essential. Datavant offers a competitive salary and a high-growth, high-autonomy culture. The position is remote-first, empowering employees to shape their work environment.

Requirements

• Bachelor’s degree preferred
• Dedicated customer service mindset: you love working with customers and resolving their issues
• Excellent verbal and written communication skills: you have excellent attention to detail and are able to convey technical concepts and information clearly to non-technical audiences
• Strong problem-solving skills: you are technically curious, resourceful, and get excited when confronted with a new technical issue to dig into
• Team-first mindset: you work well as part of a collaborative team, as well as independently. No job is too big or too small for you, and you are excited to roll up your sleeves and pitch in where needed. You work well under pressure in a fast-paced, changing environment

Responsibilities

• Provide prompt and efficient resolution to customer issues, escalating complex problems to the appropriate teams when necessary
• Actively listen to customers, understand their needs, and empathize with their concerns
• Collaborate with cross-functional partners in Customer Experience, Go to Market, Product, and Engineering to address customer feedback and improve product usability
• Contribute to the development and maintenance of support resources, including knowledge base articles and tutorials
• Identify recurring issues or trends in customer inquiries and proactively propose solutions to prevent future occurrences
• Continuously strive to enhance the overall customer support experience through process improvement initiatives and feedback implementation

Preferred Qualifications

You have proven experience in a customer support role, preferably in a technology-driven environment

Benefits

• Remote work, flexible hours
• Competitive salary ($62,000 - $90,000)
• High-growth, high-autonomy culture