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We're looking for a Senior Support Engineerto be part of the technical backbone of our support organization. You'll join a team of experienced support engineers, bringing together deep technical expertise and strong customer knowledge to resolve the most complex issues our enterprise customers face.

This role is the primary escalation point for our frontline support team - the person they turn to when an issue demands deeper investigation, broader product context, or a more senior technical hand. You'll be expected to lead from the front: diving into complex data pipeline failures, owning resolution end-to-end, creating runbooks, and domain expertise to continuously raise the bar as you always keep your knowledge up to date.

Beyond the technical work, you'll be a trusted face to our enterprise customers - attending customer meetings, communicating with clarity and confidence, and building the kind of credibility that makes customers feel in good hands even when things go wrong.

This is a role for someone who takes real ownership - of the quality of every escalation that moves upstream, and of the knowledge systems that make the entire support organization smarter over time.

What You'll Do:

Know how to take resolution within the SLA end-to-end - ensuring complex issues are resolved thoroughly, not just closed.
Be the technical escalation point from the frontline support team, picking up high-complexity issues and driving them to resolution with minimal unnecessary escalation to R&D.
Own the team's knowledge base and runbook ecosystem - making sure documentation is alive, accurate, and genuinely useful, not a graveyard of stale procedures.
Set and enforce R&D handoff quality standards - every escalation that reaches engineering should be well-investigated, clearly documented, and impossible to bounce back as "not enough info."
Develop deep product area expertise across domains, distributing ownership across your team so that every product surface has a go-to engineer.
Represent the support function in customer meetings - you'll be the technical face of support for enterprise accounts, able to speak credibly about root causes, timelines, and remediation.
Collaborate closely with the Escalation Leader and R&D to close feedback loops, reduce recurring issues, and feed product insights back upstream.

We're seeking a highly motivated and client-focused Account Director to manage strategic relationships with key customers across multiple verticals. This individual will serve as the primary point of contact for assigned accounts, ensuring:

Exceptional client satisfaction.
Commercial performance.
Alignment between product suite and each client's business objectives.
Key Responsibilities:

Serve as the day-to-day contact for strategic clients, managing relationships and ensuring high levels of satisfaction and engagement.
Understand client needs and business goals, and translate them into actionable plans that align with capabilities.
Own execution of client initiatives and projects, ensuring action items are driven to completion, stakeholders remain aligned, and commitments are delivered on time.
Proactively identify opportunities to drive additional value for the client through product adoption, feature utilization, and cross-sell initiatives.
Support contract renewals and commercial discussions, working closely with internal stakeholders to deliver mutually beneficial outcomes.
Coordinate with internal teams (Product, Program, Tech, Support, and Data Science) to ensure successful solution delivery and issue resolution.
Monitor client performance metrics, analyze trends, and provide insights and recommendations for continuous improvement.
Represent the client's voice internally to influence product development and service enhancements.