Operations And Support Engineer

Summary

Join data.world as an Operations and Support Engineer and provide technical support to our open-data community and enterprise customers. You will deliver high-quality technical support, resolve customer issues, build a knowledge base, and collaborate with other teams. You will also identify and resolve product defects, proactively improve processes, and build relationships. This role requires strong technical and interpersonal skills, and experience in software/SaaS customer support and SQL. Data.world offers competitive compensation, comprehensive benefits, and a flexible remote-first environment.

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
• Ability to work remotely as part of a hybrid on-site and remote team

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

Preferred Qualifications

• Experience in the data industry (metadata or data management, ETL, etc.)
• Experience with semantic web technologies, including RDF and SPARQL

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!