L1 Help Desk Technician

Serve as a Level 1 Help Desk Technician to provide o Response to technical issues o Technical support to Data Engineers

• Gather necessary information and respond to customer inquiries o Over email and through ticket-based software support desk systems

• Recreate and diagnose issues reported by the client
• Triage, track, and correctly route support and user requests across the team
• Collaborate with engineering and product teams to resolve problems and find solutions
• Coordinate/manage customer contact for product and user issues across a global user base
• Ramp up new users on the product platform

• 3+ years of experience providing Customer Support o Preferably on complex software platforms

• Consistent execution with proactive communication
• Experience working with analytical software platforms

• Proficiency in scripting: o Python, PowerShell, and/or Bash

• Experience using large-scale data to solve valuable business problems
• Experience with Microsoft Office Suite
• High understanding of the business process
• Experience with Foundry is a plus