Support Specialist (Support Team) at Virtasant

, , United States -

Full Time

Start Date

Immediate

Expiry Date

27 Feb, 26

Salary

0.0

Posted On

29 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Python, SQL, Technical Support, Customer Service, Data Analysis, Documentation, Problem-Solving, Automation, Communication, JIRA, Root-Cause Analysis, Continuous Improvement, Self-Motivation, Collaboration, Empathy, Process Optimization

Industry

IT Services and IT Consulting

Description

Location: Remote (Pacific Time Zone, 8 am – 5 pm) About the Role We are seeking an experienced Support Specialist to join Virtasant’s global team. In this role, you’ll ensure that customers receive outstanding technical and product support. You’ll act as a bridge between users, operations, and engineering, resolving issues, identifying patterns, and continuously improving how our support organization delivers value. You’ll bring strong Python and SQL expertise to handle data-driven troubleshooting, automate recurring tasks, and generate clear insights from support data. This is a hands-on technical support role, ideal for someone who thrives in fast-moving, distributed environments. Key Responsibilities Customer and Issue Management Triage and prioritize incoming customer issues, ensuring accurate categorization and routing. Deliver prompt, empathetic responses and resolutions to customer inquiries. Act as Level 2 (L2) escalation point for complex issues requiring in-depth investigation. Technical Problem-Solving Use Python to automate data checks, perform log analysis, or streamline repetitive support processes. Leverage SQL to query internal systems, validate data integrity, and support root-cause analysis. Collaborate with product and engineering teams to translate recurring issues into technical improvements. Knowledge & Documentation Create and maintain internal/external documentation to improve self-service and reduce support load. Capture learnings from incidents to strengthen institutional knowledge and prevent recurrence. Continuous Improvement Recommend process optimizations that enhance team efficiency and customer experience. Contribute feedback to product development based on observed customer pain points. Track and report key support metrics, highlighting trends and opportunities for improvement. What Great Performance Looks Like Resolves issues quickly with high customer satisfaction scores. Identifies and automates repetitive tasks to reduce ticket volume. Builds trust with product and engineering teams through clear, data-driven communication. Maintains accurate, well-organized documentation that others rely on. Requirements 4+ years in customer or technical support roles. Strong proficiency in Python (for automation, scripting, or log analysis) Strong proficiency in SQL (for data queries, debugging, and reporting). Experience with ticketing systems (JIRA preferred). Excellent written and verbal communication. Proven analytical and problem-solving skills. Experience creating or maintaining documentation. Self-motivated and effective in remote work environments. Nice to Have Experience building or maintaining JIRA workflows. Familiarity with infrastructure provisioning systems (e.g., Terraform, CloudFormation). Prior experience in fully remote or distributed teams. Why Virtasant Global Expertise & Remote Flexibility – Work from anywhere with a world-class team. Cutting-Edge Data Projects – Build pipelines and reporting solutions that impact global enterprises. Career Growth & Technical Leadership – Drive innovation in data engineering and analytics. High Autonomy, High Impact – Take ownership of projects and deliver measurable results. Innovative, Mission-Driven Culture – We prioritize excellence, creativity, and client impact.

Responsibilities

The Support Specialist will manage customer issues, providing prompt and empathetic responses while acting as a Level 2 escalation point for complex problems. They will also automate processes and collaborate with engineering teams to improve support efficiency.