Technical Customer Support Lead

Octus is a global leader in credit intelligence, data, and analytics, trusted by professionals across hedge funds, investment banking, consulting, and law firms since 2013. The company enables clients to make faster, more confident decisions in dynamic credit markets by delivering high-quality data solutions. Employees at Octus thrive in a culture driven by core values such as being action-oriented, customer-focused, effective team players, and motivated to excel. The organization supports career growth and well-being through competitive health benefits, matched retirement plans, generous parental leave, paid time off, gym subsidies, educational reimbursements, and recognition programs.

Key Responsibilities
Act as the primary technical contact for clients using Octus’s Direct Data products, providing expert frontline 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 problems before escalation to ensure engineering teams receive clear, actionable cases rather than vague complaints. Manage client communications throughout the issue lifecycle by setting expectations, providing updates, and confirming resolution. Collaborate closely with engineering, product, and client success teams to identify recurring issues and advocate for permanent upstream fixes. Develop and maintain reference materials such as troubleshooting runbooks, integration guides, FAQs, and internal documentation to scale team knowledge. Support new client onboarding by assisting technical teams in establishing connections and achieving productivity quickly. Identify patterns in support tickets and present data-driven insights to the product team to inform improvements.

Required Qualifications
Demonstrate strong intellectual curiosity with a desire to understand root causes rather than settling for workarounds. Be self-motivated and collaborative, taking proactive ownership and enhancing team efficiency. Possess solid technical aptitude, comfortable interpreting documentation, logs, and structured data, with the ability to learn new tools rapidly. Exhibit excellent communication skills, capable of explaining technical issues clearly to both engineers and credit analysts. Maintain calmness and professionalism when clients face workflow disruptions in fast-paced environments. Apply methodical problem-solving skills, navigating ambiguity with structured approaches rather than guesswork.

Preferred Qualifications and Benefits
Octus values growth-minded innovators and offers a supportive environment that fosters both professional and personal development. Employees benefit from competitive health plans, matched 401(k) and pension contributions, paid time off, generous parental leave, gym subsidies, and educational reimbursements. The company promotes an inclusive and diverse workplace, committed to equal employment opportunities regardless of race, gender, sexual orientation, disability, or any other legally protected status. This inclusive culture enhances innovation and success by valuing and respecting all individuals.

Joining Octus means becoming part of a high-performing yet human organization where your expertise directly impacts clients’ ability to navigate complex credit markets with confidence.