Customer Support Engineer

Veritas Data Research is seeking a technically strong Customer Support Engineer to act as the first point of contact for their customers, ensuring a seamless customer experience. The role involves providing proactive technical support for customer onboarding and utilization, as well as collaborating with internal teams to resolve issues efficiently.

Responsibilities:

• Ensure timely and accurate technical setup and delivery of Veritas products to prospective and contracted customers
• Provide technical support to customers by diagnosing, troubleshooting, and resolving product or system issues through email or phone
• This includes data deliveries, connections, access permissions, API integrations and cloud environment configurations
• Perform hands on triage in systems such as Databricks, Azure, Airflow and cloud storage services, including analysis and pipeline debugging
• Act as the technical escalation point, working closely with engineering, product, and operations teams to resolve complex issues and identify areas of improvement
• Support service‑level commitments, ensuring incidents are handled within defined SLAs and escalating when necessary
• Maintain accurate records of support activities, solutions, and customer interactions in the support platform
• Create and improve knowledge base articles, troubleshooting guides, and internal documentation
• Collaborate with Sales, Product, and Operations teams to improve customer experience

Requirements:

• Minimum of 2 years of experience in a customer-facing technical support, customer support engineering, or IT troubleshooting role
• Strong proficiency with SQL and at least one scripting language (e.g., Python, Bash or similar)
• Hands-on experience supporting SaaS, cloud platforms, APIs, and modern stack tools (e.g., Azure, Databricks, AWS, Airflow) is essential
• Experience working with Project Management (e.g., Asana, Monday.com) and CRM tools (e.g., HubSpot, Salesforce) is required
• Prior work in a customer‑facing technical environment with responsibility for resolving complex issues
• Excellent communication of technical concepts into accessible explanations
• Proven ability to build and maintain long-term relationships with internal and external stakeholders
• Strong problem-solving abilities and high attention to detail
• Ability to manage multiple priorities in a fast-paced environment