Customer Support Specialist, People Data Labs

• This role is also not for someone with only general IT support experience. Demonstrable customer-facing experience supporting a data product, a technical product, or one with a significant API component will be key for any candidate to be successful from day one
• If you love data, get energized working with customers, and aren’t afraid to tell your teammates and customers alike when they aren’t on the right track, this might just be the role for you
• 2-3 years of customer-facing technical support experience
• Working knowledge of SQL, with the ability to read and write queries, and support customer troubleshooting
• Experience managing most daily work in Zendesk (or a similar ticketing system), using judgment to determine what your priorities each day should be
• A bias for speed, and awareness that fast support resolution is critical to our customers’ success

Desirable

• For this role, we’re looking for someone excited to help solve customer problems, both big and small, providing support through our various channels (email, Slack, and Zoom)
• A typical day might consist of working tickets in Zendesk, jumping on a call to support a customer, helping out teammates, and participating in the general mix of chaos, fun, and execution that defines PDL
• This role is the first of its kind at PDL, and an ideal candidate will be comfortable “building the plane while they’re flying it"
• Our Technical Services team delivers exceptional experiences to our customers because they truly are the best in the biz
• Act as first line support for customer issues and questions, escalating to our Solutions Engineers when appropriate
• Own our customer support tools, docs, and processes, finding new ways to make your and your teammates' jobs easier with automation and AI
• Provide end-to-end support for PDL’s “self-service” customers, often consisting of simple inquiries, billing questions, and account administration
• Act as first line triage and support for PDL’s “Enterprise” customers, often consisting of support with SQL queries, API troubleshooting, and investigating data issues
• Own our Zendesk instance and help us find new, innovative ways to provide faster support
• Provide feedback to our Product team to ensure issues flagged by customers end up on their radar
• Ensure our support documentation stays up to date, helping our customers solve issues independently as often as possible
• This role has the potential to expand over time as you become more experienced supporting customers using data
• New technical skills you may learn on the job:
• Python (or other scripting languages)
• Technologies like Redshift, Azure, MongoDB, etc
• Writing complex queries
• Logfile exploration tooling (i.e. Kibana, Periscope, Graylog, etc.)
• All things data!