Data Operations Customer Support Specialist
About The Position
The Data Operations Customer Support Specialist will provide technical support for data-related issues. This person will troubleshoot problems with data access, quality, and availability, collect customer feedback for continuous improvement, and ensure support activities adhere to data security policies. This person will respond to and resolve customer tickets related to data services, diagnose complex data-related problems, and coordinate with technical teams for issue resolution. This person will develop and maintain knowledge base articles for common data issues, create and update documentation for data services, and train users on data access and utilization. This person will monitor data service health and performance, track and report on support metrics and customer satisfaction, and identify patterns in support requests to drive improvements. This person will participate in change management processes for data services, communicate service disruptions and maintenance activities to users, and collaborate with data engineering teams to enhance service reliability. This person will establish support procedures and escalation paths, implement proactive monitoring to identify potential issues before they impact users, and maintain awareness of the data platform roadmap to prepare for supporting new features.
Requirements
- SECRET Security Clearance Required
- CND, GFACT, GSEC, or Security+ cerification (for Junior / Journeyman roles)
- SecurityX / CASP+, CCNP Security, CISA, FITSP-O, GICSP, or SSCP certification (for Senior role)
- Good communication skills
- Self-starter mindset
- Professional proficiency in English is required.
- Demonstrated proficiency in using all Microsoft Office applications.
- Currently authorized to work in the United States on a full-time basis.
- Will not sponsor applicants for work visas for this position.
Nice To Haves
- Up to 10%/ Occasional travel.
Responsibilities
- Provide technical support for data-related issues.
- Troubleshoot problems with data access, quality, and availability.
- Collect customer feedback for continuous improvement.
- Ensure support activities adhere to data security policies.
- Respond to and resolve customer tickets related to data services.
- Diagnose complex data-related problems.
- Coordinate with technical teams for issue resolution.
- Develop and maintain knowledge base articles for common data issues.
- Create and update documentation for data services.
- Train users on data access and utilization.
- Monitor data service health and performance.
- Track and report on support metrics and customer satisfaction.
- Identify patterns in support requests to drive improvements.
- Participate in change management processes for data services.
- Communicate service disruptions and maintenance activities to users.
- Collaborate with data engineering teams to enhance service reliability.
- Establish support procedures and escalation paths.
- Implement proactive monitoring to identify potential issues before they impact users.
- Maintain awareness of the data platform roadmap to prepare for supporting new features.
Benefits
- Employer Contributions to Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA) with a generous matching program
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
