Technical Customer Support Lead - Data & API Solutions

Octus; Pakistan; On-site; PKR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Health benefits

401k match

PTO

Parental leave

Gym subsidies

Educational reimbursements

Recognition programs

Job summary

Octus seeks a proactive customer support professional to be the frontline contact for clients integrating Direct Data products. You will diagnose data feeds, guide clients through authentication and schema issues, and translate vague client notes into precise, reproducible engineering problems.

You will own end-to-end communication, work with engineering and product to fix root causes, and contribute to internal runbooks and guides to improve the delivery stack and onboarding.

Qualifications

• You are curious and seek root causes rather than workaround.
• You take ownership and help teammates move faster.
• You learn new tools quickly and read documentation/logs effectively.
• You can explain technical problems to engineers and analysts clearly.

Responsibilities

• Serve as the first technical contact for clients using Direct Data products.
• Assist with frontline diagnosis across the delivery stack including API, Snowflake and Databricks.
• Reproduce problems independently and provide clear, actionable cases to engineering.
• Own each issue and communicate with clients end to end, setting expectations and confirming fixes.
• Collaborate with engineering, product and client success to address recurring problems and push fixes upstream.
• Contribute troubleshooting runbooks and integration guides for the team.
• Support new client onboarding and help technical teams get connected quickly.
• Identify patterns in tickets and escalate to product with evidence.

Skills

Deep curiosity

Self-driven

Technical aptitude

Clear communication

Client composure

Structured problem solving

Tools

API

Snowflake

Databricks

Job description

Octus seeks a proactive customer support professional to be the frontline contact for clients integrating Direct Data products. You will diagnose data feeds, guide clients through authentication and schema issues, and translate vague client notes into precise, reproducible engineering problems.

You will own end-to-end communication, work with engineering and product to fix root causes, and contribute to internal runbooks and guides to improve the delivery stack and onboarding.