Hello everyone!

We are looking for a Product Support Specialist & Data Analyst.

Key responsibilities: • Quality Assurance & Quality Control (QA/QC) • Create and maintain clear, repeatable documentation for setup processes, configuration standards, data definitions, and troubleshooting steps • Serve as a primary point of contact for customer questions — understanding what the customer actually needs and explaining the answer clearly • Know when and how to escalate an issue, and keep the customer informed • Translate customer-reported issues into clear, reproducible write-ups for software engineers to investigate and fix • Help with new customer onboarding: Configure accounts, setup data, validate data connections, and confirm setup meets the customer's goals • Quantitative analysis • Apply statistical methods, regression analysis, probability analysis, and simulation - to understand trends, validate data, and explain what the numbers mean • Design and build dashboards, charts, and reports that turn large or complex datasets into clear, actionable information for managers, executives, and users • Tailor visualizations and reporting cadence to the audience - including executive • Research relevant data, industry benchmarks, and context to support customer questions and internal decision-making • Use AI tools to accelerate research, summarize findings, draft documentation, and support QA and analytical workflows • Stay current on relevant data sources, tools, and best practices

Requirements: 5+ years in customer support, technical support, implementation, or account management, ideally with enterprise/B2B software • Experience in direct interactions with customers via calls and/or email - fielding questions and issues, explaining answers clearly, and escalating when needed • Ability to translate a customer-reported issue into a clear, reproducible write-up that a software engineer can understand and address • Strong attention to detail and comfort with on-going QA/QC work of product functionality and new enhancements • Ability to work independently - can take ownership of a task or account and drive it to completion with minimal oversight, while knowing when to loop others in • Working knowledge of quantitative/statistical analysis including regression analysis, probability analysis, simulation, and able to apply them to real data • Demonstrated ability to turn large or messy datasets into clear dashboards, charts, or reports for executives, managers, and users • Experience writing clear technical and process documentation • Comfort working in spreadsheets and dashboard/BI tools (e.g., Excel, Tableau, Power BI, or similar) • Strong written and verbal communication skills; able to explain technical and quantitative concepts to non-technical audiences • Experience using AI tools (e.g., ChatGPT, Claude) to support research, writing, analysis, or QA work