As our Technical Support Analyst, you are the first technical point of contact for our customers and your Customer Success colleagues: the person who figures out what's really going on when something doesn't work as expected. You'll get to know our platform inside out, from customer data flows to product configuration, and help customers get the most out of Crunchr.

You'll be the bridge between our customers and our Customer Success and technical teams, turning what customers report into something those teams can act on. This role is brand new, so you'll help shape it as we discover where the biggest technical needs lie. Along the way, you'll learn fast, grow your data and technical skills, and see your work directly improve the customer experience.

The total CS team consists of 10 team members working as Customer Success Managers, Data Engineers and Customer Success Specialists across the Netherlands (Amsterdam) and US (Boston). You will be based in Amsterdam, and will report directly to the Head of CS. You will work closely with our CSMs and DEs on customer accounts, and with the Product & Tech department for technical escalations.

Some of your responsibilities will be:

Triage issues reported by customers or Crunchr colleagues: reproduce the problem, find the root cause and resolve what you can.
Escalate bugs to the Product and Customer Success team with clear context, and keep the CSM informed on progress for their customer.
Maintain and improve internal documentation and troubleshooting guides so common issues can be resolved faster.
Spot recurring or systemic issues and flag patterns to Product and Data Engineering, rather than only handling them case by case.
Monitor customer data uploads and escalate failed or delayed uploads.
Support the CS team with scoped technical requests, e.g. setting up Single Sign-On (SSO).
Help onboard new customers with initial technical setup and configuration questions.

Technical Support Analyst

We are looking forward to hearing from you!

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