G'day!
We are ServiceRocket, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.
Twenty years on and counting, we've got your back.
Why is ServiceRocket the place for you A 20+ year tech services expert of many solutions and partnerships with industry giants.Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.We have been certified as a best place to work for our US, Chile and Malaysian offices.Our culture rocks! You'll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.Visit our website to learn more and become a part of our Rocketeer Nation.
Are you passionate about working with the latest ground-breaking, disruptive technologies? Do you pride yourself on learning quickly? Do you consider yourself data savvy (for example, deep knowledge with at least two years of experience)? If you join our team, you are guaranteed to fully enjoy your work every day! In addition to engaging with clients (global leaders and household names) to solve challenging technical issues and having fun while collaborating with your teammates, you will be working with world-class, latest disruptive technologies.
We are seeking a friendly, polished communicator who is inherently interested in solving complex problems and delivering a high level of customer satisfaction with every customer interaction (via help content and tickets).
You will work closely with Customer Success, Engineering, and Product Management to represent the voice of the customer.
This role requires flexibility to work on rotational shift work and weekend coverage if necessary. What you'll be doing Provide prompt, high-quality technical support for cloud-based BI solutions (dashboards, reporting tools, analytics platforms)Troubleshoot and resolve issues related to data integration, connectivity, performance, and application errorsAct as a liaison between customers and internal teams, escalating critical issues when necessaryCollaborate with product, development, and QA teams to enhance the functionality of BI tools and ensure smooth software releasesEducate customers on best practices and features of the BI tools to optimize their usageParticipate in building and maintaining technical documentation and knowledge bases for troubleshootingParticipate in on-call rotationsIdentify and recommend process improvements to deliver the highest level of customer satisfactionWhat you'll bring to the table Bachelor's degree in Technology, Computer Science, Networks or similar2+ years of experience in a technical support role, preferably with cloud-based applicationsStrong knowledge of BI tools (e.g., Superset, Preset, Tableau, Power BI, Looker, etc.)Proficiency in SQL, Python, or other scripting languages used for data queries and analysisHands-on experience troubleshooting APIs, data pipelines, and ETL processesExcellent communication skills, with the ability to explain complex technical concepts to non-technical usersAbility to work independently, manage multiple priorities, and stay calm under pressureStrong problem-solving and analytical skills with a customer-focused mindsetAbility to work remotely across time zonesStrong communication skills in EnglishNice to have: Knowledge of troubleshooting HAR filesKnowledge of data warehousing technologiesFamiliarity with the Cloud databases (e.g: Snowflake, BigQuery)Familiarity with REST API and web applicationsComfortable with programming languages such as Python, JavaScript, or similar languageYour leaders With 30+ years in the industry, Adam is a tech legend. He leads our Global Services team with kindness, empathy, and critical thinking. Together with your Manager, Ikram, they will enable you to support our customers while you reach new heights #WeGotYourBack
Perks Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.Stock options: you have the opportunity to participate in the ownership of the company.Health insurance: we support you and your family–your well-being matters.Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.Career pathways program: you can grow horizontally, vertically, or any way you want.Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.Our Selection Process Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you.
You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you'll meet the hiring team and the executive of the area.
Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!
Additional Information ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. *Only shortlisted candidates will be notified* Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country's office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance. RECRUITING FRAUD ALERT: Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email ******.
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