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. Our platform enables faster, more confident decision-making in the fast-paced credit markets. At Octus, we foster a culture of innovation and growth, guided by core values such as being action-oriented, customer-focused, effective team players, and driven to excel. Employees benefit from competitive health plans, matched retirement contributions, generous PTO and parental leave, gym subsidies, educational reimbursements, and recognition programs.

Key Responsibilities

- Serve as the primary technical contact for clients utilizing Octus’s Direct Data products, ensuring smooth integration and ongoing support.
- Diagnose and resolve issues across the data delivery stack, including APIs, MCP, Snowflake and Databricks shares, data quality concerns, schema changes, and delivery delays.
- Independently reproduce client-reported problems before escalation, providing clear, actionable cases to the engineering team rather than forwarding complaints.
- Manage each client issue from start to finish, setting expectations, maintaining communication, and confirming resolution.
- Collaborate closely with engineering, product, and client success teams to identify recurring issues and drive permanent upstream fixes.
- Develop and maintain reference materials such as troubleshooting runbooks, integration guides, FAQs, and internal documentation to support team scalability.
- Assist with 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 to inform improvements.

Required Qualifications

- A deep curiosity and commitment to uncovering root causes rather than settling for temporary workarounds.
- Self-motivated and collaborative mindset, taking ownership proactively and enhancing team efficiency.
- Strong technical aptitude with the ability to read documentation, logs, and structured data, and quickly learn new tools.
- Excellent communication skills, capable of explaining complex technical issues clearly to both engineers and credit analysts.
- Ability to remain calm and credible under pressure, especially when clients face workflow disruptions in time-sensitive environments.
- Methodical and structured problem-solving approach, working through ambiguity with precision rather than guesswork.

Preferred Qualifications and Benefits

Octus values growth-minded innovators who thrive in a high-performance yet human-centered environment. Employees enjoy comprehensive health benefits, matched 401(k) and pension plans, paid time off, generous parental leave, gym subsidies, educational reimbursements, and recognition programs. We are committed to fostering an inclusive and diverse workplace where all individuals are respected and valued.

Equal Employment Opportunity

Octus is an equal opportunity employer. We provide fair employment opportunities without regard to 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. We believe diversity strengthens our workplace and drives innovation and success.