Nexus Cognitive is seeking an entry-level Technical Support Specialist to help customers succeed with our modern data & AI platform. You’ll be the first line of technical triage, diagnosing issues, answering product questions, and partnering with Product/Engineering to drive quick, high-quality resolutions. A strong aptitude for data is preferred.

What You’ll Do

• Frontline triage & resolution: Own inbound tickets (email/portal), meet response & resolution SLAs, and deliver a great customer experience.
• Escalate well: Write clear recreation steps, environment details, and impact; collaborate with Engineering & Product on fixes and workarounds.
• Document & educate: Publish KB articles/FAQs, update runbooks, and host short customer “how-to” sessions or office hours.
• Reliability & process: Participate in incident response, post-incident reviews, and continuous improvement of tools and workflows.
• Security & compliance: Handle sensitive data responsibly and follow access, logging, and retention policies.
• Experience diagnosing issues with data workflows: validate pipelines, jobs, and transformations; check permissions; reproduce issues in test environments preferred.
• Experience using data skills: run basic SQL (SELECT/JOIN/WHERE), inspect CSV/JSON, call APIs (Postman/curl), and interpret logs/metrics preferred.

Outcomes (How We’ll Measure Success)

• SLA attainment: First response & time-to-resolution at or above target.
• Quality of escalations: Clear, reproducible tickets; reduced back-and-forth.
• Customer satisfaction: CSAT = target; positive qualitative feedback.
• Knowledge base impact: Regular, high-value article contributions and updates.
• Operational hygiene: Accurate tagging, root-cause notes, and playbook adherence.

What You Bring (Must-Haves)

• U.S. Citizens with the ability to obtain and maintain a Public Trust (6C) clearance; employment may be contingent on background screening and eligibility.
• 0–2 years[AT1] in technical support/help desk/internship or equivalent projects a plus.
• Demonstrated aptitude for data (coursework, projects, labs, certifications).
• Comfortable with or learning SQL fundamentals, CSV/JSON, REST APIs, and basic Linux/CLI.
• Familiarity with cloud concepts (AWS/Azure/GCP), networks (DNS/SSL/TLS basics), and issue tracking (e.g., Jira/Zendesk).
• Excellent written & verbal communication; clear, empathetic customer interactions.
• Strong documentation habits and bias for structured problem-solving.

Nice to Have

• Exposure to Databricks/Snowflake/BigQuery, dbt, Airflow/Prefect, or streaming (Kafka/Kinesis).
• Scripting (Python) for light tooling; Git basics.
• Observability tools (CloudWatch/Stackdriver/Grafana), SQL editors, log aggregators.
• Prior support for enterprise customers or regulated environments.

Work Expectations

• Standard US business hours with a on-call/after-hours rotation for priority incidents.
• Minimal travel (<10%) for team events or customer training as needed.