Customer Support Analyst

Troubleshoot and resolve complex customer issues involving SQL queries, data pipelines, API integrations, and Kafka. Map issues to data tables, documentation, and delivery mechanisms; diagnose source-system problems; optimize performance; investigate bugs with engineering; build troubleshooting tools; write documentation; prioritize incidents against SLAs; and translate customer pain points into product insights.

Responsibilities

• Troubleshoot and resolve customer issues involving SQL queries, data pipelines, API integrations, and Kafka
• Map customer issues to data tables, documentation, delivery mechanisms, and integration patterns
• Diagnose problems in Snowflake, BigQuery, Postgres, and other data sources
• Optimize data-source performance
• Collaborate with engineering to investigate bugs and ship fixes
• Develop internal troubleshooting tools and scripts
• Write customer and internal documentation
• Translate customer pain points into actionable product insights
• Participate in daily issue and improvement syncs
• Build an AI-native support system
• Triage and prioritize incoming issues against customer SLAs

Requirements

• Fluency in AI tools and modern AI practices
• Fluency in SQL
• Experience providing technical support for a SaaS or data product
• Working knowledge of blockchain data primitives across Solana and EVM chains
• Familiarity with APIs, data connectors, and ETL tools
• Scripting or automation experience with Python, Bash, or similar languages
• Understanding of Linux environments and command-line tools
• Excellent communication and documentation skills
• Ability to work independently and take ownership of issues from report to resolution

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• AD&D insurance
• Stock option grant
• Flexible paid time off
• 401(k) plan