Key skills
ETLSQLGoGitHubSaaSCommunicationCustomer Success
About this role
Role Overview
- Identify and troubleshoot complex customer issues in unique configurations.
- Analyze patterns in customer interactions to drive product and service improvements.
- Educate customers and internal teams on Aiwyn products, becoming an SME (Subject Matter Expert) on key features.
- Act as the technical liaison between teams like Support, Customer Success, and Engineering, serving as the escalation point for complex technical issues.
- Triage and document incoming bug reports, reproducing issues and providing detailed findings to the engineering team to support efficient escalation.
- Investigate technical problems using tools like LogRocket and Logs Explorer, leveraging logs and data for insights.
- Monitor, troubleshoot, and maintain ETL pipelines and data connections, identifying and resolving failures or data integrity issues.
- Monitor and maintain integrations and data connections, proactively identifying and resolving issues before they impact customers.
- Develop scalable support processes based on customer feedback to improve workflows.
- Provide exceptional support via emails, chats, or calls for both routine and advanced technical issues.
- Work in GitHub to investigate code-related issues or make small fixes as needed.
Requirements
- BA in Computer Science.
- 3-5 years experience in product development or technical support within a SaaS environment.
- Strong knowledge of databases and SQL for troubleshooting technical issues.
- Experience with ETL tools and data pipeline monitoring.
- Familiarity with web development, APIs, and tools like LogRocket for problem resolution.
- Comfort working in GitHub for code investigation and minor fixes.
- Excellent communication skills, with the ability to simplify complex technical topics for customers and internal teams.
- Ability to thrive in a fast-paced environment while managing multiple issues.
Tech Stack
- ETL
- SQL
Benefits
- Adventure travel stipend
- you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls.
- Remote
- work-from-anywhere culture
- Flexible PTO
- World Class health benefits
- we believe in fostering flourishing teams by providing benefits that go beyond the usual standards
- Health, vision, dental, HSA/FSA, and mental health support.
- Stock options
- every Full Time Employee has ownership in Aiwyn's future and success.
- 401(k) matching