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Serve as the first line of support for customers using DX’s Survey and Data Cloud products, helping them troubleshoot issues and get unblocked quickly.
Assist with survey setup, delivery, and analysis to ensure customers collect meaningful feedback from their engineering teams.
Investigate and resolve unexpected product behaviors, escalating when necessary to Engineering or Product.
Communicate clearly and professionally with customers via Slack Connect, Microsoft Teams, email, and video calls.
Document support interactions, identify patterns in customer feedback, and contribute to improving internal processes and external resources.
Requirements:
0–2+ years of customer-facing technical support or solutions engineering experience.
Familiarity with engineering tools like GitHub, Jira, Azure DevOps, GitLab, etc.
Understanding of APIs and how systems connect via webhooks or tokens.
Comfort troubleshooting and explaining technical concepts to both technical and non-technical users.
Familiarity with authentication concepts (OAuth, SAML, token-based auth).
