About the Role

Are you passionate about technology, data, and delivering exceptional customer experiences? We are looking for a committed and high-performing Senior Customer Support Engineer to join our Customer Support Team and play a key role in driving value and business success across a complex enterprise application environment.

What You Will Do

As a core member of our team, you will serve as a trusted technical partner for our clients, prospects, and partners — establishing reliable communication channels and providing expert guidance on a wide range of technical inquiries. Your work will directly contribute to the successful deployment, configuration, and adoption of our products within data science-driven application stacks, including build, maintenance, and integration operations across diverse enterprise environments.

You will work closely and collaboratively with clients to help them fully understand, configure, and maximize the value of our data analytics applications. This includes identifying technical issues and requirements, and ensuring the right levels of connectivity, scalability, and resilience to power impactful use cases and deliver measurable business outcomes.

Key Responsibilities

• Prioritize and manage workload by evaluating the impact of data quality issues or analytical defects on business operations and determining appropriate resolution strategies.
• Assess data pipeline and analytics performance to ensure outputs align with business requirements and deliver accurate, actionable insights.
• Exercise independent judgment during stakeholder consultations to identify, classify, and document data issues or analytical discrepancies when applicable.
• Collaborate with business stakeholders and data engineers to develop, optimize, and enhance complex data models, analytical workflows, and reporting processes.
• Leverage data analytics tools and platforms to guide and support teams on large-scale, complex data analysis and visualization tasks across multiple data environments.
• Communicate data findings and issues clearly and effectively to product and development teams, ensuring timely resolution and continuous improvement of analytical solutions.
• Mentor and instruct analysts and engineers in the design, development, and implementation of large-scale data analytics solutions across multiple platforms and tools.
• Define and relay business and technical feedback to data platform and tooling vendors to drive product enhancements and better meet organizational needs.
• Manage advanced data integration and exchange methodologies to enable seamless data sharing between diverse systems, sources, and applications spanning multiple business domains.
• Provide technical guidance to business and data analysts on best practices related to data modelling, analytics techniques, and data governance procedures.
• Support and mentor junior analysts, fostering professional growth and a data-driven culture within the team.

Additional Role-Specific Skills

Core Requirements

• Analytics or IT management background, with a solid understanding of data-driven environments and enterprise ecosystems.
• 5+ years of technical consulting, IT project management or support experience, which includes performing proof of concepts, defining requirements and scope deployment, as well as being part of the selection process.
• 5+ years of proven customer management, communication skills with SMB and enterprise customers.
• Hands-on experience with data science tools and platforms, including but not limited to:
  • Data Science Tools: RapidMiner, SAS, SPSS, R, Python
  • Cloud & Enterprise Platforms: AWS, Azure, Active Directory
  • BI & Reporting Applications: Power BI, Tableau, or equivalent
  • Databases & RDBMS: SQL Server, Oracle, Snowflake, MySQL, DB2, PostgreSQL
• Mainframe experience, particularly with the SAS application stack, is highly desirable and considered a strong advantage.
• Eagerness to stay current with emerging technologies in data science and enterprise applications, across both cloud-based and on-premise environments.
• Strong communication skills, with a proven ability to engage effectively with clients through ticket systems, phone calls, and web conferencing tools.
• Fluency in English is required; proficiency in an additional language (German, Spanish, or French) is a valuable bonus.