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Senior Technical Support Specialist
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About Treasure Data
Treasure Data is a leading provider of cloud-based customer data platforms, dedicated to simplifying how companies use data to create connected customer experiences. Our sophisticated platform drives operational efficiency across the enterprise, delivering powerful business outcomes in a safe, flexible, and secure manner.
Our Mission
We are committed to advancing the customer data platform industry with cutting-edge AI and real-time capabilities, as recognized by Gartner Magic Quadrant as a Leader in Customer Data Platforms for 2024. Our team is enthusiastic, data-driven, and customer-obsessed, reflecting our values of honesty, reliability, openness, and humility.
About the Role
This is an exciting opportunity to be at the forefront of customer interaction and issue resolution for Treasure Data. As a Technical Support Specialist, you will be responsible for swiftly delivering dependable solutions to our global clientele, reducing their time to value. You will join a diverse team of professionals, with ample opportunities for professional growth both horizontally and vertically within the organization.
Key Responsibilities
- Provide technical support to customers via Zendesk and Jira ticketing tools.
- Collaborate with cross-functional teams, including customer success, engineering, product, and professional services, to resolve global customer issues.
- Analyze and troubleshoot customer issues related to our Customer Data Platform (CDP).
- Educate customers on best practices and product features to increase their adoption and success.
- Identify and prioritize customer feedback to improve our product and customer experience.
- Contribute to the development of our internal and public documentations to enhance support efficiency and effectiveness.
- Participate in regular team meetings and training sessions to stay up-to-date on our product and support processes.
- Continuously learn and expand technical and product knowledge to become a subject matter expert in our CDP.
- Prioritize customer satisfaction and aim to provide exceptional support to every customer interaction.
- Collaborate with global teams, including Japan and UK, and US to share knowledge and escalate customer issues for follow-the-sun support model of 24x7 on-call support.
Requirements
- A minimum of five years of experience working in a customer-facing role.
- Excellent troubleshooting and problem-solving skills.
- Strong SQL writing skills to troubleshoot and analyze data issues.
- Hands-on experience in using monitoring tools such as Splunk and DataDog.
- Proficient in managing time-critical requests.
- Familiarity with at least one programming language is desirable, such as Python, Ruby, or Shell.
- Proficient in working with REST APIs through CURL or using a platform, such as Postman.
- Previous experience working in CDP is a bonus.
- Passion for learning and expanding technical and product knowledge.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Customer-focused mindset with a commitment to providing exceptional customer support.
- Strong communication skills with excellent verbal and written English abilities.
- Having knowledge of ticketing tools like Jira and Zendesk is an advantage.
Perks and Benefits
- Competitive compensation packages.
- Restricted Stock Units (RSU).
- Paid vacation and sick time.
- Paid volunteer and mental health days.
- Up to 26 weeks paid parental leave.
- 16 Company holidays (includes 2 floating holidays).
- RRSP with company match.
- Employer provided Supplemental medical, dental, disability & life coverage.
Our Commitment to Diversity and Inclusion
We value and promote diversity, equity, inclusion, and belonging in all aspects of our business and at all levels. Success comes from acknowledging, welcoming, and incorporating diverse perspectives. We strive to create an inclusive culture that encourages growth, ownership of your role, and achieving innovation in new and unique ways. Your voice will be heard, and we will help amplify it.
