We believe that the high quality of support provided to our customers truly showcases the quality and integrity of our company. As a SaaS company, we must continuously prove our value to our customers. Our Technical Support team is the hub of that proof, and prides itself of being composed of well prepared, skilled representatives that can provide timely and high-value support to all our customers. To provide this level of support to our growing customer base, we are expanding our Support team in the US, so we can continue to provide high-touch support as we grow.

What you will do:

• Know our product inside and out. Because, from the customer’s perspective, you are the Treasure Data expert

• Handle first-level support cases received from our CRM portal and provide first level technical assistance based on needs

• Engage with our customers in live chat support

• Build our knowledge base by collecting and organizing customer feedback from our support channels

• Reproduce, report, and escalate bugs to our engineering team using JIRA for bug tracking; partner with the team in finding solutions to customer issues

• Represent the customer on requests, advocating for their needs and viewpoints with the Treasure Data team, while properly setting customer expectations.