Technical Data Specialist (SME)

LeadsOnline•Plano, TX

4d•Onsite

About The Position

The Technical Data Specialist (SME), will serve as a subject matter expert responsible for front line client support, advanced data troubleshooting & analysis, tool development, client education and much more. This is a full-time exempt position located in our corporate office in Plano, TX.

Requirements

5+ years of experience in technical support and data analysis in a client-facing role preferably in a SaaS or data-driven environment
Proficient in Excel and comfortable working with data tools, HTML-based utilities, or similar resources; experience building lightweight tools is a plus
Ability to troubleshoot complex data issues and explain your findings clearly to both technical and non-technical audiences
Have significant familiarity with digital data formats (e.g., CDR, tower data, service provider formats) or the aptitude and enthusiasm to learn quickly
Excellent verbal and written communication skills and a genuinely customer-focused mindset
Detail-oriented, organized, and able to manage competing priorities without dropping the ball
Someone who takes extreme ownership of your work and proactively look for ways to improve processes and outcomes
Thrive in a collaborative environment and are comfortable working across support, QA, and product teams

Nice To Haves

experience building lightweight tools is a plus

Responsibilities

Resolve routine and advanced support requests including password resets, account access issues, MFA management, and user permission modifications
Monitor and manage the support queue, responding to inquiries promptly and maintaining high standards of responsiveness
Escalate unresolved issues to internal teams and follow through to ensure full resolution
Lead new user onboarding training for paid and trial use NightHawk clients
Diagnose and resolve complex data loading, formatting, and ingestion issues keeping investigators moving while longer-term fixes are implemented
Provide expert guidance to clients on digital data formats, provider-specific nuances, and data best practices
Field technical data questions from clients and internal Subject Matter Experts (SMEs), delivering accurate and timely resolutions
Maintain up-to-date knowledge of evolving data types, formats, and provide specifications to ensure guidance stays current and reliable
Produce data documentation and descriptions for clients and internal teams as needed
Create and maintain Excel or HTML-based tools to address recurring client needs (e.g., eNodeB ID and sector value conversion tools, advanced calculation utilities)
Identify patterns in client workarounds and collaborate with the Development Team to integrate commonly used tools into NightHawk as permanent product features
Assist clients with data formatting and loading tasks, providing hands-on support where standard product functionality requires augmentation
Act as a bridge between Client Support SMEs, Quality Assurance, and the NightHawk Development Team ensuring issues are clearly communicated and prioritized
Capture and document client requests, creating detailed and actionable tickets to guide development efforts
Consult with clients to gather insights on feature needs and product enhancements, translating real-world investigative workflows into product feedback
Assist with documenting feature designs and specifications for the Development Team
Support the Quality Assurance team in verifying that development outputs align with the expected results outlined in design tickets
Assist with testing updated and newly created datasets to ensure accuracy and quality
Educate clients on platform features, best practices, and new capabilities to maximize their use of LeadsOnline tools
Proactively identify opportunities to improve client satisfaction, engagement, and product adoption
Contribute to a client experience that is consistent, empowering, and reflective of our core values