Operations and Support Engineer at data.world

At data.world, we operate the world’s largest collaborative data community, and we are looking for an Operations and Support Engineer to join our team. In this role, you will be the primary point of contact for our enterprise clients and community members, ensuring they receive high-quality technical assistance. We believe that providing an exceptional support experience requires a blend of deep product knowledge, strong interpersonal skills, and a collaborative mindset. Beyond resolving individual tickets, you will play a key role in shaping our support operations by creating technical documentation and helping us measure the effectiveness of our services.

Key outcomes

• Provide comprehensive technical support to a diverse range of users through various channels, ensuring every issue is resolved effectively.
• Take full ownership of customer inquiries by performing thorough research, troubleshooting, and root-cause analysis.
• Create and maintain a robust knowledge base to document solutions and recurring issues.
• Partner with our Product and Engineering teams to report software defects and advocate for feature enhancements.
• Work closely with Customer Success Managers to ensure our technical solutions align with the long-term goals of our clients.
• Identify opportunities to innovate our support processes and improve the overall user experience.
• Manage complex projects independently to deliver tangible improvements to our internal operations.

Requirements

• At least one year of experience in a software or SaaS customer support environment.
• Proficiency in SQL, including the ability to read and interpret complex statements.
• Strong problem-solving skills with a proven ability to diagnose technical issues quickly.
• Excellent written and verbal communication skills.
• A detail-oriented approach with the ability to manage multiple priorities in a fast-paced setting.
• A curious mindset and a willingness to embrace new challenges and technologies.
• The ability to work effectively in a hybrid, remote-forward environment, with a preference for candidates based on or willing to work during Eastern Standard Time.
• Fluency in English.

Preferred qualifications

• Professional background in the data industry, specifically involving metadata, data management, or ETL processes.
• Technical familiarity with semantic web technologies, such as RDF and SPARQL.

Compensation

We offer a competitive compensation package that includes a generous bonus program. Our benefits are designed to support your total well-being and include the following:

• Comprehensive dental, vision, and life insurance.
• Disability insurance coverage.
• Flexible working hours and a remote-forward, hybrid work environment.
• Paid time off to ensure a healthy work-life balance.
• Access to wellness programs tailored to your individual needs.

How to apply

If you possess the technical acumen and passion for customer success that we are looking for, we would love to hear from you. Please submit your application to join our team and help us continue building the future of collaborative data.