Technical Customer Support Lead

When a client wires Octus data into their stack, you're the person they reach out to.

You'll sit at the point where our data meets a client's architecture, and you'll be the frontline support expert who works out why a feed stalled, why a field looks off or why an integration isn't behaving the way the documentation promised. Some days that means walking a portfolio manager through an authentication error. Other days it means tracing a schema mismatch with our engineering team before the client has noticed anything is wrong.

This is a customer support role for someone who genuinely wants to understand how things work. You won't be reading from a script. You'll be reading logs, asking sharper questions than the ticket did, and turning a client's vague "the data looks wrong" into a precise, reproducible problem our internal teams can fix.

Responsibilities: 

• Serve as the first technical point of contact for clients using our Direct Data products.
• Assist with frontline diagnosis and issue resolution across the delivery stack: API, MCP, Snowflake and Databricks shares, data quality questions, schema changes and delivery delays.
• Reproduce problems independently before escalating, so engineering receives a clear case and not a forwarded complaint.
• Own each issue and client communication end to end. Set expectations, keep clients informed and confirm the fix landed.
• Partner with engineering, product and client success to prioritize recurring problems and push permanent fixes upstream.
• Contribute to the reference material that scales the team: troubleshooting runbooks, integration guides, FAQs and internal documentation.
• Support new client onboarding, helping technical teams get connected and productive quickly.
• Spot patterns across tickets and bring them to product as evidence, not anecdote.

Requirements: 

• Deep curiosity. You're not satisfied by a workaround. You want to know the root cause, and you'll dig until you find it.
• Self-driven, and a team player. You take ownership without waiting to be assigned, and you make the people around you faster.
• Strong technical aptitude. You're comfortable reading documentation, logs and structured data, and you learn new tools quickly.
• Clear communication. You can explain a technical problem to an engineer and to a credit analyst in the same afternoon, and both walk away clear on what happens next.
• Composure with clients. You stay calm and credible when someone's workflow is blocked and the market isn't waiting.
• Structured problem solving. You work methodically through ambiguity instead of guessing.