Data Operations Customer Support Specialist Journeyman

ASM Research • San Antonio, TX

19d

About The Position

The Data Operations Customer Support Specialist provides technical support for enterprise data services within a highly regulated environment, diagnosing and resolving issues related to data access, quality, and availability. This role manages customer tickets end-to-end, coordinates with data engineering and platform teams on complex incidents, and communicates service disruptions and maintenance activities to stakeholders.

The specialist also develops and maintains knowledge base content, user documentation, and training materials to improve data usability and self-service adoption. This person monitors data service health, analyzes support metrics and customer feedback, and drives continuous improvement through proactive monitoring and participation in change management processes.

Requirements

• Bachelor's degree or equivalent relevant experience; typically 3–6 years of experience in data operations, technical support, or data platform environments.
• Active Secret security clearance and U.S. citizenship required.
• Demonstrated experience troubleshooting data access, quality, and availability issues in enterprise or federal IT environments.
• Experience with incident and ticket management using ITSM tools, including SLA management and escalation processes.
• Working knowledge of data governance, access controls, and auditing practices in regulated environments.
• Strong written and verbal communication skills for customer-facing support, documentation, and training delivery.

Nice To Haves

• Experience with cloud data platforms such as AWS, Azure, or Google Cloud.
• Familiarity with SQL and data querying tools for troubleshooting and validation.
• ITIL Foundation or similar service management certification.
• Prior experience supporting data services in a federal or highly regulated client environment.

Responsibilities

• Troubleshoot data access, ETL pipeline, and data quality issues across databases, data lakes, and analytics platforms.
• Manage incidents and tickets using ITSM tools, including prioritization, SLA adherence, and escalation coordination.
• Perform root cause analysis of complex data issues by correlating logs, queries, and system metrics to isolate faults.
• Develop and maintain knowledge base content, user guides, and service procedures for recurring data problems.
• Monitor and alert on data services using observability tools, interpreting performance metrics and detecting anomalies.
• Apply data governance and security practices, including access controls, auditing, and handling sensitive data in a regulated environment.
• Collaborate with data engineering and platform teams to resolve defects and improve system reliability and scalability.
• Support change management activities, including release readiness, impact communication, and post-implementation validation, while communicating service disruptions and training users on data access methods and best practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level