Technical Customer Support Lead

Octus is a global leader in credit intelligence, data, and analytics, trusted since 2013 by professionals in hedge funds, investment banking, management consulting, and law firms. Our platform enables faster, more confident decision-making in the fast-paced credit markets. We are seeking a technically skilled and customer-focused professional to serve as the primary point of contact for clients integrating Octus data into their systems. This role requires a hands-on approach to troubleshooting, problem-solving, and collaboration with internal teams to ensure seamless data delivery and client satisfaction.

Key Responsibilities

- Act as the first technical contact for clients using Octus Direct Data products, providing expert support and guidance.
- Diagnose and resolve issues across the data delivery stack, including API, MCP, Snowflake and Databricks shares, data quality concerns, schema changes, and delivery delays.
- Independently reproduce problems before escalating, ensuring engineering teams receive clear, actionable cases rather than vague 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 problems and advocate for permanent solutions.
- Develop and maintain reference materials such as troubleshooting runbooks, integration guides, FAQs, and internal documentation to support team scalability.
- Facilitate new client onboarding by assisting technical teams to connect and become productive quickly.
- Identify patterns across support tickets and present data-driven insights to the product team.

Required Qualifications

- Strong curiosity and determination to identify root causes rather than settling for temporary workarounds.
- Self-motivated and collaborative, with a proactive approach to ownership and enhancing team efficiency.
- Solid technical aptitude, comfortable reading documentation, logs, and structured data, with the ability to quickly learn new tools.
- Excellent communication skills, able to clearly explain technical issues to both engineers and non-technical stakeholders such as credit analysts.
- Ability to remain calm and professional under pressure, especially when clients face workflow disruptions in time-sensitive environments.
- Methodical and structured problem-solving skills, capable of working through ambiguity without guesswork.

Preferred Qualifications and Benefits

Octus values growth-minded innovators who embody our core values: being action-oriented, customer-focused, effective team players, and driven to excel. Employees benefit from competitive health plans, matched 401(k) and pension contributions, paid time off, generous parental leave, gym subsidies, educational reimbursements for career development, and recognition programs. Our inclusive culture fosters diversity and respect, ensuring a supportive environment where everyone can thrive.

Octus is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and strive to create a workplace where all individuals are valued and treated fairly.