About the role

The Data Support Specialist is responsible for providing exceptional support to Smartwyre customers following their onboarding to our platform. In this role, you will play a key part in helping customers maximize the value of our software through data guidance, troubleshooting, and ongoing support. You will balance hands-on assistance with directing customers to self-service resources within our Help Center.

Applicants must be authorized to work in the United States without sponsorship. Please note that the company is unable to employ applicants from any of the following states: California, Connecticut, Illinois, Massachusetts, Nevada, New York. New Jersey, Oregon, Pennsylvania, Washington and Maryland.

The company operates a “distributed” business model, but for this role there is a strong preference for candidates who reside close to key customers in Raleigh-Durham, NC and Denver, CO.

What you'll do

• Partner with customers to identify and resolve issues, reinforcing key concepts and best practices where needed
• Improve and expand Help Center documentation to address knowledge gaps and make FAQs easier to access
• Guide customers through the lifecycle of their data and help them locate and understand records within the platform
• Investigate and troubleshoot data issues by tracing data through systems such as PostgreSQL, Snowflake, and Azure
• Deliver training and guidance on data upload best practices and platform functionality
• Support customers in resolving data upload errors during onboarding and ongoing platform use
• Gather customer feedback and recommend product and integration enhancements to the Product and Integration teams
• Act as the bridge between customer data and the platform, providing tailored recommendations to help customers get the most value from our software
• Deliver support and troubleshooting through Microsoft Teams and email, helping customers resolve technical issues and achieve their goals

Experience

• Bachelor's degree in Data Analytics, Information Technology, Business, or a related field, or equivalent practical experience
• Strong understanding of ETL processes and data workflows
• 2–4 years of experience supporting customers with technical software issues in a customer-facing environment
• Experience managing support requests and delivering a high standard of customer service
• Proficiency in Microsoft Excel and experience working with CSV and EDI file formats
• Experience using conditional logic, business rules, and cross-reference tables to solve data-related challenges
• At least 3 years of experience working with relational databases and SQL
• Experience tracing and troubleshooting data across multiple systems
• Strong written and verbal communication skills, with the ability to explain technical concepts to a range of audiences
• Proven ability to build effective working relationships and collaborate across teams to solve problems
• Comfortable supporting customers through multiple communication channels, including Microsoft Teams and email
• Ability to thrive in a fast-paced environment while managing competing priorities and tight deadlines
• Familiarity with Snowflake is an advantage

Benefits

Competitive salary

Private Health (UK - BUPA) / Competitive Health Insurance (US)

Short Term / Long Term Disability Cover (US)

Critical Illness and Income Protection (UK)

Self-directed PTO

Flexible Work Location

Flexible Hours

Pension (UK) / 401k (US)