Technical Support

About Explorium

Explorium is a leading provider of B2B data foundations for AI agents. We offer go-to-market data and infrastructure designed to power context-aware AI products and strategies. Our platform harmonizes diverse data sources to deliver high-quality, structured, and trustworthy insights - empowering businesses to build intelligent systems that drive real growth.

We're at the forefront of applied AI - leveraging LLMs, Generative AI, and modern data engineering practices to solve hard, real-world data problems at scale.

In this role, you’ll serve as the primary support and advocate for strategic and legacy accounts, providing expert technical guidance and ensuring an exceptional user experience across our products. You’ll proactively monitor key accounts, identifying and resolving issues before they arise, and lead cross-functional efforts to optimize product performance and satisfaction. Leveraging data insights, you’ll drive impactful improvements, tailoring support strategies to meet client needs and elevating the user journey. This position is ideal for a proactive, tech-savvy problem solver with a strong interest in data as a product and a passion for enhancing customer experiences.

Key Responsibilities:

Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause using tools like datadog, short and long term issue resolution, and communication.
Develop expertise in our products and solutions to deliver high-quality support for a range of accounts, from enterprise clients to SMBs, including strategic and legacy accounts.
Proactively monitor strategic accounts to ensure optimal data quality, seamless functionality, and an exceptional user experience across all product interactions.
Project-manage product aspects of deliveries for key accounts, coordinating with internal teams to anticipate, address, and resolve potential issues before they arise.
Facilitate communication and alignment between internal teams including dev, product, and customer success to ensure all needs are met efficiently including account setup, users permissions, and system configuration.
Serve as the primary point of contact on customer escalations and ensure issues are resolved meticulously.
Use support data and customer feedback to analyze trends and identify opportunities for proactive product improvements, enhancing overall functionality and customer satisfaction.
Develop and define requirements for dashboards and maintain them.

Requirements:

Must Have:

2+ years of experience with technical support / QA / data analysis/ technical account management, or a BS degree in Information Technology, Industrial Engineering, and Management
Project management expertise, with experience in leading initiatives aimed at enhancing customer support and improving overall user satisfaction.
A proactive, hands-on problem-solving mindset with a keen interest in product management, focused on continuously improving the user journey.
Strong interest or foundational understanding of data as a product, with the ability to approach data strategically to drive value for customers.
Deep proficiency in SQL
Experience with SaaS/Cloud platforms, DataDog (or other similar tools), and CRM tools (Salesforce, Zendesk) - big advantage
Experience with data, data science, machine learning tools, and services - big advantage
Proven track record of high communication and customer relationship skills
Excellent time management, decision making, prioritization, and organization skills.
Ability to learn new technologies quickly
Structured and process-oriented
Excellent interpersonal and communication skills, enabling effective rapport-building with key accounts and seamless collaboration with cross-functional teams.
Work well under pressure and prioritize between multiple tasks