Tier 1 Technical Support - Remote

Position Overview

As a Level 1 Support Specialist, you’ll field inbound support requests, triage issues, provide timely resolutions, and escalate when necessary. You will learn the Daasity platform inside and out, support users with data-related questions, and use Looker extensively to troubleshoot, guide, and educate customers.

You enjoy problem-solving, have strong communication skills, and can explain technical concepts in clear, simple terms. Patience, empathy, and attention to detail are essential. Bilingual candidates (Spanish/English preferred) are strongly encouraged to apply.

Key Responsibilities

• Respond to inbound customer inquiries via email, chat, and video calls.
• Use Looker dashboards to investigate data issues and guide customers through solutions.
• Troubleshoot common technical issues, including integration setup and reporting discrepancies.
• Escalate complex technical problems to Level 2 Support or Engineering while keeping the customer informed.
• Document recurring issues and propose improvements to the internal knowledge base.
• Educate customers on best practices for using Daasity, including how to access, interpret, and apply data insights.
• Collaborate with Customer Success Managers to ensure a seamless merchant experience.
• Track and log customer interactions and resolutions in support tools.

Required Qualifications

• 1–2 years in a customer-facing technical support role, preferably in SaaS or data/analytics.
• Strong communication skills with the ability to adapt tone for different users, explain data clearly, and show empathy.
• Proficiency with data tools or BI platforms (Looker experience is a strong plus).
• Basic understanding of Python and SQL, with a willingness to learn.
• Systematic troubleshooting skills and ability to document solutions.
• Comfortable working remotely and managing multiple priorities.
• A customer-first mindset and strong problem-solving abilities.

Preferred Qualifications

• Working knowledge of SQL, Python, Looker, Tableau, or other BI/analytics tools.
• Experience in eCommerce or SaaS environments.
• Bilingual proficiency in Spanish/English.
• Familiarity with data integrations, APIs, or cloud-based data warehouses.
• Prior experience in a help desk or Level 1 support environment.

Benefits & Perks

• Salary range: $55,000 - $65,000 annually
• Remote-first organization
• Generous time off policy, including paid parental leave
• Competitive medical coverage for you and your dependents
• Equity shares
• Growth potential company-wide
• Collaborative, transparent, and fun-loving work environment