Technical Customer Support Specialist

Responsibilities

• Triage inbound tickets and resolve the majority of customer inquiries.
• Respond to customer queries through the ticketing system accurately and promptly.
• Investigate complex data issues end to end across raw retailer files, extractor logic, master data, and ingestion behavior.
• Identify recurring issues and drive permanent resolutions through extractor changes, guardrails, monitoring, or product fixes.
• Use AI tools to summarize files, compare datasets, draft queries, and narrow investigation hypotheses while applying sound judgment.
• Improve the AI support knowledge base by maintaining help articles, closing answer gaps, and incorporating ticket patterns into context.
• Document product usage, best practices, and retailer-specific data behavior.
• Design and maintain knowledge architecture across help articles, internal documentation, and AI context.
• Create and deliver customer onboarding materials, training sessions, and self-service content.
• Proactively improve internal processes and the customer experience.
• Collaborate cross-functionally to maintain product knowledge and share actionable customer insights.

Requirements

• Bachelor's or associate's degree in a technical or related field, or equivalent SaaS work experience.
• 2+ years of experience in technical support, solutions, or data roles.
• Experience investigating and resolving complex data issues and addressing root causes.
• Comfort working with structured data, large files, data models, identifiers, and record matching across systems.
• Hands-on experience using AI tools such as Claude, ChatGPT, Gemini, or Copilot for technical investigation.
• Ability to communicate technical information to technical and non-technical audiences.
• Experience creating documentation or training content, such as help articles, runbooks, onboarding guides, internal wikis, or video walkthroughs.
• Comfort delivering user training and onboarding through live sessions, office hours, or recorded walkthroughs.
• Knowledge of customer service best practices and experience resolving software issues.
• Strong time management, organization, and prioritization skills.

Nice-to-Haves

• Experience with retrieval-augmented generation (RAG) systems, AI knowledge bases, or prompt/context engineering.
• Consumer goods, retail, or supply chain industry experience.