Customer Support Lead, DUCO

• 2+ years experience in providing customer-facing support
• Some leadership experience, either formally managing reports or directing peers
• Superb communication and interpersonal skills, including being able to translate technical language to users and provide informative updates to customers and global internal stakeholders
• Familiarity with at least one practical programming language, e.g. SQL, Python, Ruby, JavaScript
• Willingness to take ownership of issues, including problem-solving and diving deep into the technical detail
• Ability to manage a busy workload and balance multiple priorities
• A positive, flexible, solutions and ideas-focused approach
• Flexibility with working hours to accommodate customers in other time zones and global hand-offs between teams (Mountain Time Hours required)
• Ability to work from our office 2+ days per week (Boston - Seaport)

Desirable

• Representing the output of the US Support team internally and externally
• Providing technical support to our clients on features and use-cases, via ticket response, phone, email, and video call
• Performing diagnostics of our systems by drilling down into the logs and system data
• Supporting our internal teams by providing insights and clarity of product features
• Providing guidance and training to customers to support their return on investment Identifying customer requirements and proposing good solutions
• Translating business needs into technical language (and sometimes back again!)