Company & Product
Our client is a Business Intelligence platform enabling customers to connect multiple data sources (e.g., Excel, SQL) into a unified environment, build interactive dashboards, apply formulas, and customize via plugins, scripts, and embedding. The product supports both SaaS and on-prem deployments. Support is organized into 4 pods: Analytics, DevEx, Data, and Infra.
About Role and Team:
Our Technical Solutions team spans the globe and uses the SWARM model for our tools, processes, and organizationalstructure. This shift focuses on driving a collaborative, rewarding environment that measures value creation and team playing.Our team is aligned directly with our Product and Engineering teams through a robust Subject Matter Expert program. We are employing best-in-breed tools along with processes co-authored or directly influenced by our team. We believe in the power of great customer experience, and the happiest customers are made by having the happiest team helping them.
Responsibilities:
- You will handle customer questions and issues by combining business acumen with technical assessment skills. You will perform troubleshooting of issues both through the our UI and the terminal
- You will work closely with Senior team members to develop your skills and technical expertise within specific areas of the product, with ongoing opportunities to grow
- You will partner with Customer Success Managers, Technical Account Managers, and Product to recognize trends in customer feedback and translate customer needs into a better overall product.
Work Hours: This role is dedicated to supporting our APAC region. For colleagues based in Brazil, the standard working hours are 6:00 PM to 3:00 AM (BRT) to ensure seamless collaboration with our global teams and clients
Main Skills:
* Proven experience in B2B customer support, supporting software platforms or technical products in a customer-facing environment
* Strong proficiency in Linux/Unix environments, including CLI navigation, file management, and log analysis for troubleshooting
* Solid understanding of networking fundamentals, including the OSI model and protocols such as TCP/IP, DNS, and HTTP/HTTPS
* Foundational knowledge of containerization and orchestration technologies (e.g., Docker, Kubernetes)
* Familiarity with cloud and infrastructure models, including Cloud, On-premise, and Hybrid environments
* Understanding of ITIL principles and production service standards, including SLAs, SLOs, and SLIs
* Strong communication skills, with the ability to clearly explain complex technical issues to stakeholders
Nice to have:
* Hands-on experience with Kubernetes (deploying and managing resources)
* Basic proficiency in scripting (e.g., Bash, Python)
Soft Skills and Competencies:
* Strong analytical and problem-solving mindset with a data-driven approach
* High attention to detail with the ability to prioritize, multitask, and meet deadlines
* Ability to work effectively both independently and as part of a team
* Proactive attitude with a strong focus on customer support and service
* Motivation to learn, grow, and contribute to a collaborative environment
* Excellent English communication skills (written and spoken)
* Strong customer empathy and ability to adapt communication style accordingly
* Ability to set clear expectations and consistently meet agreed timelines