Support Specialist (Support Team)

About the Role

We are seeking an experienced Support Specialist to join Virtasant’s global team. In this role, you’ll ensure that customers receive outstanding technical and product support. You’ll act as a bridge between users, operations, and engineering, resolving issues, identifying patterns, and continuously improving how our support organization delivers value. You’ll bring strong Python and SQL expertise to handle data‑driven troubleshooting, automate recurring tasks, and generate clear insights from support data. This is a hands‑on technical support role, ideal for someone who thrives in fast‑moving, distributed environments.

Key Responsibilities

Customer and Issue Management

• Triage and prioritize incoming customer issues, ensuring accurate categorization and routing.
• Deliver prompt, empathetic responses and resolutions to customer inquiries.
• Act as Level 2 (L2) escalation point for complex issues requiring in‑depth investigation.

Technical Problem‑Solving

• Use Python to automate data checks, perform log analysis, or streamline repetitive support processes.
• Leverage SQL to query internal systems, validate data integrity, and support root‑cause analysis.
• Collaborate with product and engineering teams to translate recurring issues into technical improvements.

Knowledge & Documentation

• Create and maintain internal/external documentation to improve self‑service and reduce support load.
• Capture learnings from incidents to strengthen institutional knowledge and prevent recurrence.

Continuous Improvement

• Recommend process optimizations that enhance team efficiency and customer experience.
• Contribute feedback to product development based on observed customer pain points.
• Track and report key support metrics, highlighting trends and opportunities for improvement.

What Great Performance Looks Like

Resolves issues quickly with high customer satisfaction scores. Identifies and automates repetitive tasks to reduce ticket volume. Builds trust with product and engineering teams through clear, data‑driven communication. Maintains accurate, well‑organized documentation that others rely on.

Requirements

• 4+ years in customer or technical support roles.
• Strong proficiency in Python (for automation, scripting, or log analysis)
• Strong proficiency SQL (for data queries, debugging, and reporting).
• Experience with ticketing systems (JIRA preferred).
• Excellent written and verbal communication.
• Proven analytical and problem‑solving skills.
• Experience creating or maintaining documentation.
• Self‑motivated and effective in remote work environments.

Nice to Have

• Experience building or maintaining JIRA workflows.
• Familiarity with infrastructure provisioning systems (e.g., Terraform, CloudFormation).
• Prior experience in fully remote or distributed teams.

Why Virtasant

• Global Expertise & Remote Flexibility – Work from anywhere with a world‑class team.
• Cutting‑Edge Data Projects – Build pipelines and reporting solutions that impact global enterprises.
• Career Growth & Technical Leadership – Drive innovation in data engineering and analytics.
• High Autonomy, High Impact – Take ownership of projects and deliver measurable results.
• Innovative, Mission‑Driven Culture – We prioritize excellence, creativity, and client impact.