• Lead implementation and onboarding processes with customers, using Customer Success best practices to document and accelerate onboarding and migration plans • Track time to value and success metrics for Arpio customers • Proactively monitor customer health to identify potential risks and areas of opportunity to optimize customer usage and drive adoption • Lead quarterly business reviews with customers to share product updates and drive renewals and expansion • Collaborate with engineers to triage and troubleshoot technical issues, ensuring timely resolution for customer-reported issues • Partner with cross-functional teams to share customer feedback and act as a customer advocate for product improvements, as well as new features and requirements

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are looking for smart, tenacious, and driven individuals who want a great opportunity in technology that will serve as a strong foundation for their career. The Technical Support Analyst will service customers by providing structured and non-structured data analysis, custom scripting using various programming platforms, database creation, searching, and modification; and custom load file creation. - Manage technical processes for our Casepoint platform for: - Data analysis - Data ingestion - Data processing - Data export - Data manipulations - Perform Data disposition requests based on customer needs like Archive and Deletion - Convert, normalize, and migrate data from a variety of databases, converting text and image files to various formats - Perform technical production of data to either electronic format or hardcopy, including generating the actual production in the required production format - Responsible for following standard quality control procedures on technical requests and finalize all deliverables to customers - Meet ad-hoc requests for our customers - Perform ad-hoc data queries for reporting and data analysis needs - Communicate with project leads on estimates and deadlines for tasks - Responsible for following standard operating procedures and training materials - Deliver a quality product – on time, within SLA that meets or exceeds the customer requirements and expectations Qualifications - Computer science or information technology-related degree with a focus on database administration or data analysis or an equivalent combination of education and experience - Ability to diagnose and resolve complex data problems - Excellent communication and customer service skills - Strong attention to detail and ability to manage multiple high-priority tasks - Ability to work in a fast-paced, deadline-driven environment while handling multiple tasks through completion - Desire/initiative to learn more advanced technical and design concepts - Ability to improve cross-application/work center knowledge - Ability to work flexible shifts - US Citizenship (non-dual) required by government contract - Ability to obtain and maintain Public Trust or higher clearance Work Location & Flexibility We are headquartered in Washington, D.C., and this role is eligible for remote work from the following states: AR, AZ, CA, CO, CT, D.C., DE, FL, GA, IL, IN, KS, KY, MA, MD, MI, MN, NC, NH, NJ, NY, OH, OR, PA, TX, VA, WA, WI, WY. If you live outside these states, unfortunately we’re not able to consider your application at this time.

• Provide expert technical guidance to CSMs on strategic tasks • Assist in resolving "stuck" support cases, bugs, or feature requests • Engage in customer-facing discussions when escalated • Focus assignments on specific "issues" rather than customers • Promote knowledge transfer during interactions • Collaborate with CSM managers and the Director of Technical Success to prioritize requests • Document interactions, resolutions, and best practices • Maintain clear boundaries to avoid overlapping with Professional Services

• Guide and assist customers in the seamless integration of our APIs into their web and mobile applications. • Collaborate with the development team to ensure smooth onboarding and provide technical expertise during the integration process. • Serve as the primary technical point of contact for our customers, addressing their inquiries, troubleshooting issues, and providing effective solutions. • Conduct a thorough analysis of internal logs to identify and troubleshoot customer issues. • Proactively monitor API usage and performance to identify and resolve potential issues before they impact customers. • Utilize your expertise in JavaScript to craft sample code snippets and offer tailored recommendations to optimize customer integrations. • Develop automation scripts for API testing, validation, and monitoring processes. • Conduct training sessions and webinars to educate customers on best practices for using our APIs effectively. • Create and maintain comprehensive documentation to facilitate self-service support for customers. • Build strong, long-lasting relationships with customers, understanding their unique needs, and ensuring their success with our API product. • Work closely with Customer Success Managers to onboard, retain and grow customers. • Act as a liaison between customers and our product development team, gathering valuable feedback and insights to drive continuous product improvement.