Customer Support & Data Integration Specialist (Remote)

The Role

This position is 100% remote, with the understanding that occasional in-person attendance may be required for trainings, meetings, and team gatherings, as determined by your manager.

You will serve as the central point for customer support and data integration at Traackr, handling both L1 and L2 support for customers using the platform. Your responsibilities include resolving product and account questions, troubleshooting data issues, and delivering seamless data integrations that connect Traackr’s platform with customers’ systems. You will collaborate closely with Customer Success Managers, operations teams, and data/product partners to ensure customers receive fast, accurate answers and integrations that meet deadlines.

Key Responsibilities

• Handle L1 support through the support interface, resolving product and account questions efficiently and clearly.
• Take on L2 support for complex issues, reproducing problems, identifying root causes, and escalating with detailed information to data or engineering teams.
• Troubleshoot platform and data issues, including data export errors, ingestion failures, and integration problems, working cross-functionally to resolve them.
• Support data integration projects for customers from initial request through configuration, testing, and handover, following established implementation plans.
• Assist customers in interpreting their data and applying it to reporting, campaign, and measurement needs.
• Conduct onboarding and training sessions for new customers, covering account setup and platform usage.
• Track recurring issues and customer feedback, sharing patterns with product and Customer Success teams to inform roadmaps and service improvements.
• Maintain support documentation, macros, and internal knowledge resources to ensure consistent L1 responses.
• Partner with Customer Success Managers on usage and adoption reporting, account analysis, and ad hoc projects.
• Collaborate with customer success operations leadership to improve support workflows, service levels, and reporting, including testing AI tools to reduce manual work.

Qualifications

• 2-4 years of related experience and a bachelor’s degree, or equivalent practical experience.
• Experience in SaaS customer support, customer operations, technical support, or client services, including exposure to tiered support across L1 and L2.
• Comfortable working with data daily, including spreadsheets, pivot tables, and verifying data accuracy.
• Experience with data integrations, ETL processes, or API-based data exports, or a strong willingness to learn quickly.
• Working knowledge of SQL, or familiarity with data warehouses like BigQuery, is a plus.
• Familiarity with support tools like Intercom or Zendesk, and reporting tools like Tableau, Power BI, or Domo, is a plus.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences across geographies.
• Strong troubleshooting instincts, attention to detail, and patience for root-cause analysis over quick fixes.
• Organized across multiple concurrent requests, comfortable seeking direction when priorities conflict.

Benefits

• Competitive Salary
• Remote Work Options with Hybrid Flexibility and Home Office Stipend
• Coworking Office Subscription for Collaborative Spaces
• Health, Dental, and Life Insurance Coverage
• Open Vacation Policy and Flexible Holiday Schedule
• Paid Parental Leave
• Career Development Opportunities, including Internal and External Training