• Be the technical backbone of our Support team - troubleshoot complex product, integration, and data stack issues for customers. • Reduce Engineering dependency through deep debugging and clear, complete root-cause analyses (RCAs). • Collaborate cross-functionally with Product, Engineering, and Customer Success to resolve escalations. • Strengthen processes by building reusable documentation, playbooks, and automation that scale support quality. • Champion the customer experience — resolve every issue with speed, clarity, and empathy. • Continuously learn and grow as a product and data expert across tools like Fivetran, Snowflake, Databricks, dbt, and beyond.

• Provide technical support to our clients, offering solutions with empathy and proactivity • Handle support requests via ticketing system and, occasionally, by video call • Answer customers' questions and issues, handling multiple tickets simultaneously • Log, categorize, and prioritize tickets according to defined SLAs • Perform tests on the platform to validate issues and inquiries • Escalate more complex issues to higher support levels when necessary • Analyze and debug code (with guidance for more complex cases) • Collaborate with multiple teams across the company such as consulting, engineering, and Customer Success • Follow up on open issues with the engineering team and update customers on progress • Attend team and company meetings and events, including remote meetings • Contribute to achieving individual KPIs and team objectives • Develop technical content (solution documentation, FAQs, etc.) • Act as a partner to our clients, seeking to understand their needs and provide the best possible support

• Work closely with customers and design teams in prioritizing data and information requirements • Provide analysis in the development and support of projects and data analysis • Determine how decision support systems will provide information required to make effective business decisions • Translate requirements into applications that employ appropriate decision support and reporting tools • Recommend innovative approaches to analytical investigations • Perform modeling of data sources and flows • Work with data management staff to define an operational framework • Develop and maintain moderate-to extremely-complex computer programs using 4GL programming languages (such as SAS, R, SQL) and other database technology (DB2, Teradata, and Oracle).

• Handling customer support calls and service requests • End-user support for computers, operating systems and applications, network connectivity, printers, and peripherals • Ticket management and documentation within the support system • Interaction and escalation with vendors and higher-level support teams • Reviewing and updating documented information