Client Support Specialist

📋 Description

• • Own the frontline of our Signals platform: you’ll be the first responder for every enterprise customer issue, triaging tickets in Zendesk/Jira, reproducing bugs across SSO login flows, entitlements, search/screeners, charts, CSV exports, and data-update pipelines—then driving each case to resolution or escalation within SLA.
• • Become the human bridge between users and our product: translate complex technical problems into clear reproduction steps for Application Engineering, Data Engineering, and Product teams, while translating fixes and work-arounds back into plain-English guidance that restores customer confidence.
• • Instrument and monitor reliability: build lightweight dashboards in Datadog/Looker to track error rates, latency, and data freshness; set proactive alerts so we spot issues before clients do and publish weekly reliability scorecards to internal stakeholders.
• • Turn support insights into product gold: tag and quantify recurring pain points, then champion quick-win fixes and longer-term roadmap items in sprint planning—expect to see your suggestions shipped within weeks, not quarters.
• • Craft best-in-class documentation: maintain runbooks, FAQ articles, and release notes that slash ticket volume and empower customers to self-serve; measure success by a declining “how-to” ticket ratio month-over-month.
• • Partner with Customer Success and Sales: join QBRs to present root-cause analyses, demonstrate new self-service features, and ensure renewals and upsells are never derailed by unresolved issues.
• • Own the release QA cycle: write and execute regression test plans for every Signals deploy, catching edge-case bugs before they reach production and documenting new test cases for the automated suite.
• • Champion the customer voice in sprint retros: bring quantitative ticket data and qualitative user stories to engineering retros, ensuring product decisions are grounded in real-world impact.
• • Scale yourself through automation: script repetitive diagnostics (SQL queries, API checks, log parsing) in Python or Bash so you can focus on higher-leverage work as our user base 10×s.
• • Maintain enterprise-grade security posture: handle sensitive SSO tokens, manage role-based access controls, and coordinate SOC-2 evidence collection during audits.
• • Foster a culture of customer obsession: mentor junior teammates, run weekly “support clinic” sessions, and celebrate customer shout-outs in Slack to keep the entire company laser-focused on user delight.