Technical Customer Support Lead

Octus is a global leader in credit intelligence, data, and analytics, trusted by tens of thousands of professionals across hedge funds, investment banking, management consulting, and law firms since 2013. The company enables faster, more confident decision-making in the fast-paced credit markets by delivering high-quality data solutions. At Octus, innovation and growth are at the core of the culture, supported by values such as being action-oriented, customer-focused, effective team players, and driven to excel.

As a technical support specialist at Octus, you will be the primary point of contact when clients integrate Octus data into their systems. Your role involves troubleshooting and resolving issues where Octus data meets client architecture. This includes diagnosing stalled data feeds, field discrepancies, and integration challenges. You will work closely with clients and internal teams, translating vague client concerns into clear, actionable problems that engineering can address. This position requires a hands-on approach, reading logs, asking insightful questions, and ensuring smooth data delivery without relying on scripted responses.

Key Responsibilities

- Serve as the first technical contact for clients using Octus Direct Data products.
- Diagnose and resolve issues across the delivery stack, including API, MCP, Snowflake and Databricks shares, data quality, schema changes, and delivery delays.
- Independently reproduce problems before escalating to provide engineering with clear, detailed cases.
- Manage client communications end-to-end, setting expectations, providing updates, and confirming issue resolution.
- Collaborate with engineering, product, and client success teams to prioritize recurring issues and advocate for permanent solutions.
- Develop and maintain reference materials such as troubleshooting runbooks, integration guides, FAQs, and internal documentation.
- Support new client onboarding by helping technical teams connect and become productive quickly.
- Identify patterns in support tickets and present evidence-based insights to the product team.

Required Qualifications

- Deep curiosity and a desire to understand root causes rather than settling for workarounds.
- Self-motivated and a strong team player who takes ownership proactively and enhances team efficiency.
- Strong technical aptitude with the ability to read documentation, logs, and structured data, and quickly learn new tools.
- Clear and effective communication skills, able to explain technical issues to both engineers and credit analysts.
- Composure and professionalism when managing client concerns, especially under time-sensitive conditions.
- Methodical and structured problem-solving skills, able to work through ambiguity without guessing.

Preferred Qualifications and Benefits

Octus values growth-minded innovators who thrive in a high-performing yet human-centered environment. Employees enjoy a comprehensive benefits package including competitive health coverage, matched 401(k) and pension plans, paid time off, generous parental leave, gym subsidies, educational reimbursements for career development, and recognition programs.

Octus is an equal opportunity employer committed to fostering an inclusive and diverse workplace. The company ensures fair treatment and equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. Diversity is seen as a key driver of innovation and success at Octus.