Level 1 – Customer Support Engineer

Role overview Serve as the frontline technical contact for customers using a Master Data Management (MDM) platform built natively on a major data intelligence platform. The role focuses on resolving foundational issues, guiding new users through onboarding, and ensuring a smooth day-to-day experience for enterprise customers. It suits someone who enjoys hands-on troubleshooting, clear communication, and contributing to product reliability improvements.

Responsibilities

- Act as the first point of contact for support requests received through email, chat, and ticketing systems. - Diagnose and resolve common issues spanning data ingestion, pipeline configuration, access permissions, and general platform usage. - Walk customers through onboarding tasks, including connecting data sources and configuring basic workflows. - Manage ticket queues, document issues thoroughly, and drive timely resolution against defined service expectations. - Escalate complex problems to senior support and engineering teams with clear, well-documented context. - Identify recurring issues and surface product feedback that improves overall platform reliability and usability.

Requirements

- Prior experience in customer support or technical support, ideally for an enterprise SaaS product. - Familiarity with data concepts such as source-to-target mapping, data ingestion, and pipeline fundamentals. - Basic Python scripting ability, sufficient to read a stack trace or understand a simple notebook cell. - Comfort working in a fast-paced, collaborative environment with strong written and verbal communication skills. - Background in data analytics, data operations, or data quality workflows.

Nice to have

- IT certifications such as CompTIA A+ or ITIL Foundation. - Experience supporting MDM or master-data-centric products.

Benefits and work setup

- Full-time position based in India, fully remote.