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Enterprise Technical Support Specialist

Spécialiste support technique entreprise

Remote (EST timezone) • Remote • Full-time Contract • Req ID: GDBI-7G9I1D5F

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Enterprise Technical Support Specialist

Location: Remote (EST preferred) • Type: Full-time / Contract • Status: Open
About Global Data and BI Global Data and BI is hiring on a rolling basis for Data, BI & Analytics and ML/AI projects for large corporations. Beyond consulting services, we build production-ready business platforms and SaaS applications that leverage modern cloud technologies, data analytics, and AI capabilities. We deliver enterprise-grade solutions with certified engineers in AWS and Microsoft Azure / Power BI technologies. Our focus includes transformation projects in the financial industry, custom platform development, and our proprietary Noème suite of products. Our mission is to transform the corporate data journey from complexity to strategic clarity, ensuring data is not just collected, but leveraged to drive smarter decisions, stronger businesses, and lasting impact.

Summary

As an Enterprise Technical Support Specialist, you will work closely with our enterprise customers and engineering teams to resolve the most complex technical issues related to our Noème products, data platforms, and AI/ML implementations. You will provide white-glove support to our largest customers, ensuring high levels of satisfaction and engagement. You will also help build out systems and processes to manage technical issues from report to resolution, working cross-functionally to scale our support operations while maintaining exceptional service quality.

This role requires deep technical expertise in cloud platforms, data systems, APIs, and enterprise software, combined with excellent customer communication skills and the ability to troubleshoot complex technical challenges in production environments.

What you'll do (roles & responsibilities)

  • Provide white-glove technical support to our largest enterprise customers, solving the most challenging and complex support interactions
  • Build and maintain strong relationships with enterprise customers, serving as their trusted technical advisor and ensuring high levels of engagement and satisfaction
  • Work cross-functionally with engineering, product, and data science teams to build processes, manage escalations, and resolve technical issues
  • Perform advanced troubleshooting of Noème products, data platforms, cloud infrastructure (Azure/AWS), and integrated partner applications
  • Debug complex issues in production environments including data pipelines, ETL/ELT workflows, API integrations, and analytics platforms
  • Reproduce customer issues, perform initial codebase and infrastructure triage, and file detailed bug reports with engineering teams
  • Troubleshoot data integration issues, pipeline failures, performance bottlenecks, and cloud service configurations
  • Analyze application logs, database queries, API traces, and system metrics to identify root causes of technical issues
  • Manage and respond to high-priority customer issues with appropriate urgency and escalation procedures
  • Track and report on key performance metrics defined within the Customer Success and Support teams (response time, resolution time, customer satisfaction)
  • Create and maintain internal knowledge libraries, troubleshooting guides, and best practices documentation
  • Contribute to the creation of user-facing documentation, FAQs, and technical guides
  • Provide technical guidance to customers on best practices for Noème product usage, data architecture, and system optimization
  • Collaborate with Professional Services team on complex customer implementations and technical onboarding
  • Support customers with Single Sign-On (SSO) configuration, security protocols, and compliance requirements
  • Assist with data migration support, system health checks, and performance optimization
  • Participate in on-call rotation for critical customer issues (as needed)
  • Identify patterns in customer issues and provide feedback to product and engineering teams for continuous improvement

What you should have (Must-Haves)

  • Bachelor's degree required in Computer Science, Information Technology, Data Engineering, or equivalent work experience
  • Minimum of 3-5 years of experience in technical support, technical account management, customer success engineering, or similar customer-facing technical role
  • Excellent interpersonal and engagement skills with enterprise customers, including C-suite and technical leadership
  • Strong troubleshooting skills for cloud-based applications and data platforms on Azure and/or AWS
  • Experience with REST APIs, data integration, and API troubleshooting using tools like Postman, curl, or similar
  • Knowledge of Single Sign-On (SSO) protocols including OAuth, SAML, and SCIM for enterprise authentication
  • Proficiency in analyzing logs (application logs, database logs, API traces, cloud service logs) to identify errors and performance issues
  • Experience troubleshooting database systems (SQL databases, data warehouses) and query optimization
  • Understanding of data pipelines, ETL/ELT processes, and data integration patterns
  • Strong written and verbal communication skills for both technical and non-technical audiences
  • Ability to balance user expectations with policies, security requirements, and compliance boundaries
  • Ability to work under pressure while remaining focused, professional, and customer-centric
  • Effective collaboration skills with peers and cross-functional teams in multiple locations and time zones
  • Strong problem-solving skills and ability to think critically about complex technical issues
  • Self-motivated with ability to manage multiple concurrent customer issues and priorities

Nice-to-Haves

  • Experience with Azure or AWS cloud platforms including services for data storage, processing, and analytics (Azure Data Factory, Databricks, Synapse, AWS Glue, Redshift, etc.)
  • Knowledge of Power BI, Tableau, or other BI/analytics platforms
  • Experience with scripting languages such as Python, JavaScript, TypeScript, or PowerShell for automation and troubleshooting
  • Familiarity with Linux systems and command-line tools
  • Knowledge of NoSQL databases (MongoDB, CosmosDB, DynamoDB) and SQL databases (PostgreSQL, MySQL, SQL Server)
  • Experience with data warehouse concepts and technologies
  • Understanding of CI/CD pipelines, DevOps practices, and Infrastructure as Code
  • Experience with API testing and debugging tools (Postman, Swagger, Insomnia)
  • Knowledge of containerization (Docker, Kubernetes) and microservices architectures
  • Experience supporting financial services clients or working in regulated industries
  • Understanding of data governance, security, and compliance requirements (GDPR, SOC 2, ISO 27001)
  • Experience with monitoring and observability tools (DataDog, New Relic, CloudWatch, Azure Monitor)
  • Familiarity with Agile/Scrum methodologies and ticketing systems (Jira, ServiceNow, Zendesk)
  • Bilingual proficiency in English and French (strong asset for Quebec and Canadian clients)
  • Experience with ML/AI platforms and model deployment troubleshooting
  • Background in data engineering or software development (career transition to support)
  • Customer Success or Technical Account Management certifications

Work details

  • Location: Remote (EST timezone preferred for team collaboration and customer coverage)
  • Reporting relationship: You will report to the Director of Customer Success or VP of Customer Experience

Compensation

Competitive contract rates or full-time compensation package, adjusted to your local market and country of residence. Compensation is location-based and reflects regional market standards. We benchmark against leading technology companies in your country to ensure competitive, fair pay.

Our commitment to diversity, equity, and inclusion We're committed to employment equity and encourage women, Indigenous Peoples, persons with disabilities, veterans and persons of all races, ethnicities, religions, abilities, sexual orientations, and gender identities and expressions to apply. We also welcome applications from Latin America countries, as the position is remote.

What happens after you apply

Timeline: We aim to complete our process within 2-3 weeks of application.

Step 1
Apply Submit your application. If you applied before and were not successful, you are welcome to apply again.
Step 2
Initial call (1 hour) If pre-selected, we schedule an initial conversation.
Step 3
Panel interview (1h to 1h30) If shortlisted, you meet 3 experts in your domain.
Step 4
Hiring decision If selected, we send an offer and next steps, otherwise we inform you by email.
If you don't hear back from us after application or the initial call, it means we do not pursue your application.
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