About us:

We’re passionate about building software that solves problems. We partner with the most important institutions in the world to transform how they use data and technology. Our software has been used to stop terrorist attacks, discover new medicines, gain an edge in global financial markets, and more. If these types of projects excite you, we'd love for you to join us. In this role you will use your technical and problem-solving skillset to enable users across all of our customers to succeed in integrating their data to facilitate applications that help their organizations make better decisions. You will be an advocates for our customers’ success and collaborate with product engineers, implementation teams, and other support engineers to ensure users’ inquiries are resolved as effectively and quickly as possible. You should be comfortable using your problem-solving skills to find solutions to novel problems within a complex, rapidly-evolving software product, rather than relying on copying and pasting precedent from previous answers. Importantly, you will be responsible not only for assisting users but also for synthesizing the key trends they’re observing in the field into feature requests to partner with our engineers to shape the continued evolution of the our platform. 

As part of this role, you will:

• Provide technical support to Data Engineers working in the product

• Develop a deep understanding of the product's applications so they can leverage problem-solving skills to ensure user inquiries are resolved in an efficient and delightful way

• Collaborate with product engineers to identify, root cause, and ultimately resolve bugs surfaced by users

• Identify and drive forward various support initiatives to improve the effectiveness and efficiency of global product user support at growing scale

• Make contributions to core documentation where context is currently missing

The ideal candidate would have

• A passion for customer support and enablement - this will be key to success, as the predominant responsibility of this role and the core of its day-to-day work is handling customer support tickets

• B.S. or M.S degree in Computer Science or equivalent discipline

o Nice to have proficiency with SQL, Java, TypeScript/JavaScript, or similar.

• Understanding of APIs and RESTful endpoints

• Understanding of development best practices (such as branching, testing, etc.)

• Excellent English and Japanese writing and communication skills with the ability to skillfully engage with customers on complex, sensitive topics