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 empowers clients to make faster, more confident decisions in rapidly evolving credit markets. At Octus, innovation and growth are central to the culture, supported 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 using Octus’s Direct Data products. You will troubleshoot and resolve issues across the data delivery stack, including APIs, MCP, Snowflake and Databricks shares, data quality concerns, schema changes, and delivery delays. Your role involves independently reproducing problems to provide clear, actionable cases for engineering rather than simply forwarding complaints. You will manage each client issue from start to finish, setting expectations, maintaining communication, and confirming resolution.

Collaboration is essential; you will work closely with engineering, product, and client success teams to identify recurring issues and advocate for permanent fixes. Additionally, you will contribute to documentation efforts by creating and updating troubleshooting guides, integration manuals, FAQs, and internal resources. Supporting new client onboarding is also part of the role, ensuring technical teams connect and become productive quickly. You will analyze ticket patterns and present evidence-based insights to product teams to drive continuous improvement.

Required Qualifications
A deep curiosity and determination to find root causes rather than settling for workarounds are critical. You must be self-motivated and proactive, taking ownership of issues and helping your teammates work more efficiently. Strong technical aptitude is necessary, including the ability to read documentation, logs, and structured data, and the capacity to learn new tools rapidly.

Excellent communication skills are essential; you should be able to explain complex technical problems clearly to both engineers and non-technical stakeholders such as credit analysts. Maintaining composure under pressure is important, especially when clients face workflow disruptions in time-sensitive environments. You should approach problem-solving methodically, working through ambiguity with structured thinking rather than guesswork.

Preferred Qualifications and Benefits
Octus values growth-minded innovators who thrive in a collaborative, high-performance environment. Employees enjoy a comprehensive benefits package that includes competitive health insurance, matched 401(k) and pension plans, paid time off, generous parental leave, gym subsidies, and educational reimbursements to support career development. Recognition programs and a supportive culture further enhance the employee experience.

Equal Employment Opportunity
Octus is committed to fostering an inclusive and diverse workplace. The company provides equal employment opportunities to all applicants and employees 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. Octus believes diversity enriches the workplace and drives innovation and success.