Technical Customer Support Specialist
Core
Diagnose root causes of complex data issues in a commerce intelligence platform and build durable fixes to prevent recurrence.
Role type
Tier 2/3 Technical Customer Support Specialist (Data & AI)
Builds
Commerce Intelligence System (Alloy.ai) for consumer brands
Domain
SaaS / Retail / E-commerce / Data Engineering
Deliverable
production ML models | product features | dashboards & analysis
Required skills
complex data investigation, root cause analysis, structured data handling, AI tool usage, technical documentation, customer training, cross-functional collaboration
Preferred skills
experience with AI support systems, knowledge of retailer data feeds, process improvement
Technologies
AI tools (Claude, ChatGPT, Gemini, Copilot), ticketing systems, data extraction logic
Responsibilities
Triage and resolve inbound technical tickets; investigate data discrepancies across retailer files and ingestion pipelines; create and maintain help center articles and onboarding materials; train customers on platform usage; collaborate with engineering to implement permanent fixes; improve AI support agent knowledge base
Seniority
Mid-level, hands-on IC