This is a fully remote position, open to applicants in United States.

📋 Description

• Address customer inquiries via the ticketing system for commercial clients

• Work in partnership with product engineers, implementation teams, and enablement engineers to diagnose root issues and resolve problems

• Replicate issues reported by clients and employ systematic troubleshooting methods to address technical challenges

• Acquire a comprehensive understanding of the platform’s applications

• Ensure that Foundry training materials are current and reflect the latest product updates

• Develop and manage tools and infrastructure to enhance customer enablement

⛳️ Requirements

• Must be a U.S. citizen or lawful permanent resident

• Strong operational capabilities with a demonstrated ability to handle high-volume workflows while maintaining attention to detail and systematic prioritization

• A genuine interest in enhancing customer support operations and updating training materials

• Capacity and eagerness to quickly learn platform-specific and project-specific workflows

• Ability to work autonomously, making informed decisions with minimal oversight

• Exceptional English writing and communication skills, with the ability to engage both technical and non-technical users on complex and sensitive matters

• Comfortable operating in a fast-paced environment with evolving objectives and user feedback

• Preferred: Experience in customer support, troubleshooting, and resolving issues, particularly with complex technical software platforms

• Preferred: Familiarity with analytical software platforms and large-scale data

• Preferred: Proven history of enhancing support processes and scaling operations

• Preferred: Skills in SQL, PySpark, Java, TypeScript/JavaScript, or related languages

• Preferred: Educational background in Computer Science, Engineering, Information Systems, or a related technical discipline