Location: United States,Texas,Dallas
Job Type: Full-Time
Experience: 2–5 years
We are seeking a detail-oriented and customer-focused Product Support/Data Support Specialist to provide technical and functional support for our software products and data-driven solutions. This role involves troubleshooting product issues, managing data workflows, and collaborating with engineering and product teams to ensure timely resolution of customer concerns.
Provide Tier 1 and Tier 2 support to customers using our software platforms, tools, or data products.
Investigate and resolve product-related issues, including data discrepancies, system errors, and functional bugs.
Manage and triage support tickets through platforms such as Zendesk, Jira, or ServiceNow.
Perform data validation, data analysis, and ad-hoc querying (e.g., SQL) to troubleshoot issues.
Work with product and engineering teams to escalate and follow through on technical issues.
Create and maintain support documentation, knowledge base articles, and user guides.
Collect user feedback and contribute to continuous improvement of product features and support processes.
Monitor system health and alerts, ensuring timely communication with stakeholders and users.
Bachelor’s degree in Computer Science, Information Systems, Business, or related field.
2+ years of experience in product support, application support, or technical support roles.
Strong troubleshooting and problem-solving skills.
Experience working with data tools (e.g., SQL, Excel, Looker, Tableau).
Familiarity with ticketing and support systems like Zendesk, Jira, or Freshdesk.
Understanding of SaaS, APIs, or cloud-based platforms is a plus.
Excellent verbal and written communication skills.
Strong organizational and customer service orientation.
Familiarity with scripting languages (Python, Shell) for basic automation or data tasks.
Understanding of data integration processes and ETL pipelines.
Knowledge of software development life cycle (SDLC) and Agile methodologies.
Experience working in cross-functional teams, especially in fast-paced or startup environments.
Competitive salary and performance bonuses
Health, dental, and vision insurance
401(k) with company match
Paid time off and holidays
Professional development opportunities
Flexible work arrangements