Technical Customer Support Agent - Cloud

Quansight is looking to find a full-time remote Technical Customer Support Agent for our cloud- based data science platform. In this role you would be our enterprise customers' first point of contact via email, chat, and video/voice call. You would be joining our team of industry-leading data science and engineering professionals.  

Who we are

Quansight has its roots in the Python data science community. Our mission is to connect companies to open-source communities to create sustainable data-driven solutions that benefit the whole ecosystem. We accomplish this mission by providing a variety of services ranging from open-source software development to training and consulting. We believe in a culture of do-ers, learners, and collaborators. We are looking for people who are motivated, humble, curious, and respectful of others.

What you'll do 

The most important part of this role is understanding customers' questions and problems.  This entails obtaining all information required for you and our engineering team to create new infrastructure for the customer, resolve issues, and reassure the customer.

  • Make suggestions to customers and answer their questions directly in many cases, or work closely with our engineering team to efficiently resolve queries otherwise
  • Experiment with your own test deployments of our software in order to better understand it and reproduce customers' scenarios
  • Maintain the configuration of the customers' infrastructure that we have created.  This will be relevant specially where customers are managing their own infrastructure to be able to replicate the key components of their environments in order to reproduce any issues they report
  • Inquire to understand what customers are trying to achieve at a high level in their data science work. This will allow you to recommend certain features and workflows, and also to feed back roadmap suggestions to our product development team
  • Work to improve our public-facing product documentation and produce internal guidance documents for yourself and other support team members to help streamline support requests in the future
  • Remote, must be willing to work in a US zone.
  • Experience supporting or working with a highly technical product is essential - ideally using cloud platforms (AWS, Google Cloud, Azure, etc) and enterprise-scale systems such as Kubernetes
  • Structured and analytical problem-solving abilities
  • A professional and positive attitude when working under pressure on time-sensitive tasks
  • Ability to work with a distributed team and customer base using tools such as JIRA, Slack, and Zoom
  • Experience working directly with customers as well as with engineering and product management teams

Additionally one or more of the following skills will help you stand out

  • Experience deploying on a cloud provider
  • Knowledge of Git
  • Experience with CI/CD
  • Experience with Python
  • Experience using some form of Infrastructure automation (i.e. Ansible, Salt, Puppet, Terraform etc)
Why You Should Join

We offer competitive compensation, and a comprehensive benefit package, including medical, vision, dental, 401K, and flexible paid time off. We offer flexibility in work times and locations. Vacation time is not just encouraged, but celebrated and modeled.

Our engineering team is fully remote. We are headquartered in Austin, Texas and much of the team is U.S. based. We also have a significant presence in Europe and South America, and will consider applicants anywhere (overlap with U.S. or European time zones is preferred).

Quansight is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. All qualified applicants will receive equal consideration for recruitment, interviews, employment, training, compensation, promotion, and related activities without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any and all other protected classes and in accordance with all applicable laws.


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Posted 2 weeks ago

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