This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description With a passion for helping others and solving problems, you’ll be helping clients over chat, email and outgoing calls with their questions on how to login to the system, navigate the interface and perform specific tasks. You’ll be training clients on how to login to the system, run searches and exports, as well as use advanced features. When not actively supporting clients, you’ll be fulfilling their requests such as account creations and project access requests. Qualifications - Bachelor’s degree or higher (any discipline). - B2 level proficiency or higher in English. - Digital Intelligence – ability to acquire and apply new knowledge related to digital technology. - Digital Literacy – ability to find, evaluate and clearly communicate information through multiple mediums. - At least 2-3 years in either customer service, tech support, legal, government, financial or hospitality roles. - Operating Systems – Windows and Mac. - Microsoft 365 – Office (Excel, Word & PPT), Visio and Sharepoint. - Strong communicator – both written and verbally. - Active listener – gains knowledge while engaging with the speaker. - Team player – capable of working independently or collaboratively with colleagues as situations arise. - Flexibility – to adapt to regional communication styles. - Patience & Empathy – when supporting clients of varying technical proficiency. - Client advocacy - when collaborating with other teams or when providing the client with status updates. - Problem Solver – capable of identifying issues and communicating resolution steps clearly. - Assessor – can identify scenarios that require escalation to either Concierge Leadership or other teams. Requirements - Previous experience in eDiscovery industry. - Previous experience with eDiscovery systems such as Relativity, Everlaw and NUIX. - Previous experience with user access systems such as ActiveDirectory and Azure. - Existing Consilio employees with at least 1 year tenure. Benefits - Working remotely from home. - Sightline Administrator certification. - Relativity Review Management Specialist certification (RRMS). - Brainspace Administrator certification. - BlackOut User certification. - Health and welfare benefits (including medical, dental, vision, life insurance and EAP). - Retirement plan. - Paid-time off (PTO). - Employee Appreciation (Bonusly) and Referral Reward Programs.

• Serve as the primary technical point of contact for customers in the post-go-live phase • Build and maintain strong, long-term relationships with customer stakeholders, both technical and non-technical • Develop a deep understanding of each customer’s setup, integrations, data flows, and business use cases • Proactively identify technical risks, limitations, or optimisation opportunities and communicate them clearly • Support customers with complex technical questions, advanced configurations, and platform behaviour • Explain technical topics, trade-offs, and recommendations in a structured, customer-friendly way • Guide customers towards effective self-service usage of the platform and Backoffice • Act as a bridge between customers and internal teams such as Customer Operations, Customer Success, Engineering, and Product, ensuring context is preserved • Contribute customer feedback and insights into product and engineering discussions • Support customers through platform changes, upgrades, and new feature adoption • Continuously deepen product, domain, and customer knowledge

DataHub is an AI & Data Context Platform adopted by over 3,000 enterprises, including Apple, CVS Health, Netflix, and Visa. Innovated jointly with a thriving open-source community of 13,000+ members, DataHub's metadata graph provides in-depth context of AI and data assets with best-in-class scalability and extensibility. The company's enterprise SaaS offering, DataHub Cloud, delivers a fully managed solution with AI-powered discovery, observability, and governance capabilities. Organizations rely on DataHub solutions to accelerate time-to-value from their data investments, ensure AI system reliability, and implement unified governance, enabling AI & data to work together and bring order to data chaos. The Company DataHub is the leading AI & Data Context Platform, trusted by more than 3,000 enterprises, including Apple, CVS Health, Netflix, and Visa. Built with the strength of an open-source community of 13,000+ members, our metadata graph technology provides unmatched scalability, extensibility, and in-depth visibility into AI and data assets. Our SaaS offering, DataHub Cloud , delivers AI-powered discovery, observability, and governance — empowering organizations to accelerate time-to-value, ensure AI reliability, and bring order to data chaos. We’re growing fast, and we’re looking for people who are as customer-obsessed as they are technically strong. The Role We are seeking a gifted and resourceful Customer Centric Engineer (CCE) to serve as the bridge between our customers and Engineering teams. This is beyond traditional support — it’s a hybrid role where you’ll provide advanced troubleshooting, help guide onboarding, and partner with Engineering and Product teams to shape both the customer experience and the evolution of DataHub itself. What You’ll Do Provide advanced technical support to our growing customer base via multiple channels (Zendesk, Zoom, Slack). Troubleshoot complex issues spanning software configuration, networking, and integrations — including analyzing logs, reproducing issues, and debugging code. Ensure our customers achieve fast and lasting success with DataHub. Act as a trusted advisor, helping customers optimize their usage and proactively address gaps or inefficiencies. Collaborate with product, engineering, and ingestion teams to resolve escalations and improve product functionality. Monitor customer health metrics and advocate internally (alongside our Customer Success team) for improvements based on customer feedback. Contribute to customer-facing resources: FAQs, troubleshooting guides, training materials, and knowledge base articles. Continuously expand your technical skill set through training, certifications, and self-directed learning. What You’ll Bring Benefits and Perks We invest in people so they can do their best work and enjoy doing it. Our benefits reflect the way we build: practical, thoughtful, and designed to support long-term growth. Competitive compensation We offer salaries that reflect your skills, experience, and the impact you make. You bring value—we make sure you're recognized for it. Equity for everyone Every team member receives an ownership stake in the company. When we grow, you grow with us. Remote Work All roles are remote unless otherwise specified in the job description. Review the job description to confirm if the role you are interested in is remote or hybrid. Location flexibility Home office, coworking space, or something in between? We support your ideal setup. You’ll receive a monthly coworking stipend to use whenever you need a change of pace or in-person collaboration time. Comprehensive health coverage Your well-being matters. We cover 99% of medical, dental, and vision premiums employees, and 65% for dependents. Flexible savings accounts We offer FSAs to help cover planned or unexpected healthcare costs. You can also opt into a Dependent Care FSA to support family needs. Support for every path to parenthood Through Carrot Fertility, we provide inclusive fertility benefits and family-forming support. All U.S. employees have access, regardless of age, gender identity, or family structure. Time off that works for you We trust you to take the time you need. Our unlimited PTO and sick leave policy is designed for flexibility, rest, and real life. Why Join Us DataHub is at a rare inflection point: we’ve achieved product-market fit, earned the trust of leading enterprises, and secured backing from top-tier investors like Bessemer Venture Partners and 8VC. The context platform market is expected to grow from $1B to $9B in the next five years—and we’re leading the way. By joining our team, you’ll: Tackle high-impact challenges at the heart of enterprise AI infrastructure Ship production systems that power real-world use cases at global scale Collaborate with a high-caliber team of builders who’ve scaled some of the most influential data tools in the world Build the next generation of AI-native data systems, including conversational agents, intelligent classification, automated governance, and more If you're passionate about technology, enjoy working with customers, and want to be part of a fast-growing company changing the industry, we want to hear from you!

• Partner with customer success to co-design and build the end-to-end digital journey—from the moment a sale closes through every renewal cycle. • Manage "one-to-many" implementation motions, such as group setup webinars and automated email drip campaigns in partnership with the growth marketing team and education teams • Partner with teams to Co-Architect in-app guides and self-service configuration tools that empower customers to manage their own setup and account maintenance throughout their lifecycle. • Standardize implementation playbooks, measuring success by reducing the average time-to-value (TTV) for new customers and increasing adoption rates of key features across the existing scaled customer base. • Manage a high volume of simultaneous implementation projects, tracking progress within our CRM to ensure no customer—new or returning—is left behind. • During the busy season, assist with account order processing to ensure new and renewing subscriptions are activated accurately and instantly. • Anticipate bottlenecks in the high-volume queue and work with teams to build automated fixes that keep the implementation and renewal pipeline moving. • Gather and analyze data from across the scale segment to continuously improve the digital journey and enhance the user experience. • Identify common friction points in the customer lifecycle and create "Scale Playbooks," user guides, and FAQs that drive self-sufficiency and retention. • Maintain accurate customer records in HubSpot, ensuring that the technical health of an account is clearly documented for the Success team.