Support Engineer

Pantomath

Pantomath

Customer Service
Cincinnati, OH, USA
Posted on Thursday, June 27, 2024

About Pantomath

Pantomath is a data pipeline observability and traceability platform, revolutionizing the way enterprises automate their modern data stack. In today’s digital age, organizations are continuously striving to be more data-driven, relying on dashboards, analytics, and data pipelines to gain visibility into their operations. The underlying complexity of stringing together various data sources and applications means there are many places in the data stack where something can break, leading to poor business decisions and lack of trust in data as an organization. Pantomath enables its customers to drive data reliability and trust in data, ensuring operational stability and data trustworthiness across complex data ecosystems.

The company was founded by Somesh Saxena in 2022, formerly serving as the Head of Data & Analytics at GE Aerospace. Pantomath’s customers include several F500s and is VC backed by Sierra Ventures, Bowery Capital, and Epic Ventures.

Your Role

As a Support Engineer at Pantomath, you will play a crucial role in ensuring our customers receive timely and effective assistance with product issues and usability concerns. You will be responsible for triage, diagnosing and resolving technical questions, providing product support, and contributing to the continuous improvement of our support processes.

Key Responsibilities

  • Technical Support: Provide high-quality technical support to customers via phone, videoconference and email. Diagnose and resolve technical issues related to our data observability and traceability platform.

  • Customer Experience: Deliver exceptional customer service, ensuring customer satisfaction and building long-term relationships.

  • Troubleshooting: Utilize your technical expertise to identify, troubleshoot, and resolve complex technical problems related to data pipelines and operations.

  • Documentation: Create and maintain detailed documentation of support activities, solutions, and best practices.

  • Collaboration: Work closely with other departments, including engineering, product management, and sales, to ensure a seamless customer experience.

  • Training: Provide training and guidance to customers on the effective use of our platform.

  • Continuous Improvement: Contribute to the development and improvement of our product, support processes and tools.

  • Case Handling: may require after-hours, weekend, or holiday support as needed. Flexibility to adjust work schedule based on the demands of the business is essential.

  • Data Driven: track and report on key performance metrics and customer feedback.

Qualifications

  • Education: Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent work experience.

  • Technical Skills: Strong understanding of data operations and related technologies.

  • Problem-Solving: Excellent analytical and problem-solving skills.

  • Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

  • Customer Focus: A passion for providing outstanding customer service and a commitment to customer satisfaction.

  • Team Player: Ability to work effectively in a team-oriented environment and collaborate with colleagues across departments.

  • Adaptability: Willingness to learn new technologies and adapt to changing priorities.


Preferred Qualifications

  • Experience with data observability, traceability and automated incident response.

  • Familiarity with the data industry including data warehousing (DW), integration and transformation (ETL), business intelligence (BI) and analytics, orchestration.

  • Previous experience in a fast-paced, high growth SaaS technology company.

Benefits

Medical Coverage, Dental Coverage, Vision Coverage, Competitive Compensation, Top-Tier Hardware and Software, and the experience of working at one of the country’s fastest growing startups.

IMPORTANT: Pantomath is an Equal Opportunity Employer. We do not discriminate on the ground of race, color, religion, sex, age, disability or national origin, or genetic information in the hiring, retention, or promotion of employees; nor in determining their rank, or the compensation or fringe benefits paid them. Employment at Pantomath is contingent upon satisfactory proof of employee's right to work in the U.S., as required by law and upon completion of a pre-employment screening and; Employment at Pantomah is considered "at will," meaning that either the company or the employee may terminate the employment relationship at any time without cause or notice.