Tier III Data Technical Support Specialist

Summary

Join Branching Minds as a Data Support Specialist and become a crucial part of a fast-growing EdTech company. You will be responsible for resolving escalated technical data support tickets, communicating complex information clearly, and collaborating with internal and external teams. This role requires advanced technical skills, experience with data engineering workflows, and strong customer service abilities. The ideal candidate will have experience with Postgres, Databricks, and SQL, along with a passion for supporting educators. Branching Minds offers a fully remote work environment, competitive salary, and a mission-driven culture. Apply today, even if you don't meet every qualification!

Requirements

• Experience with troubleshooting Postgres-based applications, including debugging ETL pipelines
• Hands-on experience with Databricks, including debugging ETL pipelines and workflows, and leveraging notebooks for troubleshooting
• Strong understanding of data engineering workflows and troubleshooting tools for data ingress/egress
• Advanced knowledge of SQL for writing and optimizing complex queries
• Familiarity with API debugging and data-sharing mechanisms such as sFTP and REST APIs
• Have a foundational understanding of data architecture, including how systems integrate and share data to support operational and analytics workflows
• Flexibility in adapting to different tools, a quick grasp of technology, a readiness to delve deep, experiment rapidly, and accomplish tasks efficiently
• Advanced proficiency with triaging, responding to, troubleshooting, and resolving support tickets
• Strong attention to detail and the ability to convey complex information in a clear and concise manner
• Strong ability to collaborate and thrive within a team environment
• Proven ability to mentor and lead others to action on key initiatives
• Strong ability to learn new technologies and concepts quickly
• Proven ability to manage multiple competing priorities
• Proven ability to de-escalate sensitive customer situations
• Enjoy working in customer-facing roles where you interact with a variety of different stakeholders (teachers, school administrators, IT staff, etc.)
• Exhibit good judgment, are punctual and concise with their communication when explaining technical concepts
• 3+ years of work experience in a technical support and customer-facing role
• Familiarity with EdTech data standards, including OneRoster and EdFi
• Proficiency in cloud-based data platforms, including leveraging tools like Databricks and Postgres for data analytics and troubleshooting
• Enjoy learning and working with new technology platforms
• Have a desire to become a product expert that is highly organized and detail oriented
• Able to quickly develop an understanding of customers’ objectives through effective listening and questioning skills to provide a customized solution
• Excel at working in a dynamic and ever-changing environment as the business grows and evolves
• Passionate about supporting (and being patient with) teachers, administrators, and school districts
• Strong communication skills and an ability to convey complex technical information in user-friendly ways

Responsibilities

• Own and resolve escalated technical data support tickets escalated from internal data teams. Additionally, collaborate directly with customers to resolve data issues
• Communicate complex technical information in user-friendly ways to both technical, non-technical customers and internal team members
• Identify and diagnose complex technical data issues and provide timely solutions to both internal and external customers in a professional manner
• Handle escalated data services tickets and customer reported issues internally, prioritize and triage them to the appropriate engineering team
• Provide additional support by leveraging expertise in data troubleshooting processes and internal tools
• Work closely with Product and Engineering teams to acquire in-depth knowledge of tool functionalities and nuances
• Review ingestion errors and escalate to the appropriate teams in a timely manner
• Identify the appropriate cross-functional team members to support troubleshooting data issues as needed
• Support Data Services Specialists on technical troubleshooting and trainings
• Work closely with the Customer Success Team and Data Implementation Team to prioritize issues resolution and maintain a high level of customer satisfaction
• Resolve inquiries via live chat, video call and email by delivering exceptional customer support in accordance with our quality guidelines and consistent with our Core Values
• Adhere to and exceed set KPI targets and complete tasks in a timely and effective manner
• Work closely with Tier 3 Technical Support Specialists on troubleshooting, data ingestions and data removal to ensure user has accurate data on the platform
• Develop and maintain detailed documentation on data troubleshooting processes
• Collaborate with cross-functional teams to gather information and insights for comprehensive troubleshooting guides
• Ensure that troubleshooting documentation is accurate, up-to-date, and easily understandable by both technical and non-technical stakeholders
• Additional responsibilities may be assigned as needed

Preferred Qualifications

• Have an understanding of educators and their day-to-day responsibilities
• Engineering degree/ experience is a big plus
• Advanced proficiency with a Service Desk platform (bonus if you have experience with Intercom)
• Understanding live chat etiquette and nuances
• Previously worked in K-12 and/or EdTech
• Certifications in data engineering or analytics (e.g., AWS, Databricks, GCP) are a plus
• Demonstrated ability to independently manage and resolve complex data pipeline and database issues, with a focus on supporting operational teams
• Experience with Python (or similar scripting languages) for automating data validation and troubleshooting

Benefits

• Fully remote!
• Base annual compensation for this role is $75,000 to $80,000 based on experience and expertise as well as geographic location