Technical Support Specialist

Stardog, the leading Enterprise Knowledge Graph platform, turns data into knowledge to power more effective digital transformations. Industry leaders including Bosch, NASA, and Raytheon use Stardog to create a flexible data layer that can support countless applications. One of Fast Company's prestigious Most Innovative Companies, Stardog is a fast-growing venture-backed company with a globally distributed team.

We are seeking a motivated and experienced Technical Support Specialist to help our users get the most out of our platform and help our Product and Engineering teams to squash bugs and identify new features and enhancements based on customer needs.

Stardog allows organizations to query, search, and analyze enterprise data, wherever it is, using scalable, cutting-edge Knowledge Graph technology. We are rapidly growing and are looking to add a customer-centric, technical professional to deliver a world class customer experience to some of the largest companies in the world that rely upon Stardog, including Morgan Stanley, Bosch, NASA, and more. 

You will work in concert with several other teams, including Customer Success (CS), Project Managers, Solution Architects, Product, and Engineering teams, leveraging your technical competency and customer-facing skills to help answer customer questions and solve customer problems to help them get the most out of their Stardog experience. 

You will need experience in a fast-moving environment, handling multiple tickets and projects concurrently. You need to be comfortable with and have experience working remotely with daily internal virtual meetings as well as video calls with customers as needed. You must have strong written communication skills as much of your interactions will be over email, chat, and PR’s where it's harder to get your point across.

If you have a passion for troubleshooting, finding creative solutions to problems, supporting customers, and continuous product improvement, this is the opportunity for you.

Requirements

• 3-5+ years experience with technical/customer support and related software (e.g. ZenDesk, Jira, Salesforce, etc.).
• Experience with command line interface and programming languages such as Python or JavaScript is highly desirable.
• Empathetic, positive attitude with a desire to understand customers and their business problems, with the technical acumen and creativity to develop appropriate solutions to help them reach their goals.
• Strong analytical and problem-solving skills with keen interest in technology and building sustainable processes and solutions.A proactive, initiative-driven approach and the ability to work independently.
• Excellent communication skills and the ability to collaborate effectively with a cross-functional and geographically dispersed team.
• Comfortable in a fast-paced environment with high expectations where change is the norm and everyone works together to deliver on customer needs.
• Ideally, prior work with enterprise data and knowledge of database platforms.
• Experience with graph data models and knowledge graphs is highly desirable.
• Familiarity with Machine Learning or Generative AI is highly desirable.
• Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Responsibilities

• Resolve Tickets to Address Customer Issues:




• Act as Level 1 support resource for customers, providing hands-on support and know-how through tickets and on video calls where needed, reproducing and debugging reported issues.
• Categorize, fix, and triage ongoing support issues, escalate and work with Product and Engineering teams when needed, and ensure that SLAs are met.
• Become a platform and knowledge-matter expert and pitch in wherever help is needed!




• Collaborate with Teams:




• Collaborate with cross-functional teams including software engineers, sales engineers, analysts, solution architects, project managers, and customer success managers to ensure alignment on customer issues, goals, and deliverables.
• Participate in technical discussions and implementation meetings to gain complete and holistic understanding of individual customer use cases and their integration with Stardog.




• Technical implementation:




• Provide support to sales engineers and solution architects to troubleshoot problems and find effective solutions from the implementation phase onwards.
• Understand how customer data is ingested into Stardog's knowledge graph platform to be able to support each customer appropriately.




• Learning and Development:




• Continuously learn about new technologies, trends, and best practices with Knowledge Graphs, RDF, and SPARQL queries.
• Develop a solid understanding of data modeling and software development methodologies.




• Documentation:




• Assist in maintaining technical documentation, including Support documents and how-to guides.
• Ensure that all documentation is clear, accurate, and up to date.

Stardog is proud to be an Equal Employment Opportunity Employer. Individuals seeking employment at Stardog are considered without regard to race, color, religion, sex, age, national origin, disability, veteran status or any other characteristic protected by law.