Technical Support Lead: Data & API Troubleshooter

Octus; Islamabad; Sur place; PKR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

Octus is seeking a technically minded customer support engineer to sit at the intersection of data and client architecture. You’ll read logs, diagnose feed issues, and guide clients through complex integrations without scripts.

You’ll convert vague reports into precise, reproducible problems for engineering, own issues end-to-end, and collaborate with product and success teams to improve documentation and runbooks. Based in Islamabad, this role offers a challenging, growth-oriented environment.

Qualifications

• Desire to understand root causes and dig until found.
• Ability to read logs, docs, and structured data.
• Clear, non-scripted communication with engineers and clients.

Responsabilités

• Serve as the first technical point of contact for clients using Direct Data products.
• Assist with frontline diagnosis across the delivery stack: API, MCP, Snowflake/Databricks, data quality, schema changes, delays.
• Reproduce problems independently before escalation to engineering.
• Own each issue and client communication end to end; set expectations and confirm fixes.
• Collaborate with engineering, product, and client success to prioritize and fix recurring problems.
• Contribute to reference materials, runbooks, guides, FAQs and internal docs.
• Support new client onboarding to help teams connect and be productive quickly.
• Identify patterns in tickets and raise them as product feedback with evidence.

Connaissances

Curiosity

Ownership

Technical aptitude

Communication

Client composure

Structured problem solving

Description du poste

Octus is seeking a technically minded customer support engineer to sit at the intersection of data and client architecture. You’ll read logs, diagnose feed issues, and guide clients through complex integrations without scripts.

You’ll convert vague reports into precise, reproducible problems for engineering, own issues end-to-end, and collaborate with product and success teams to improve documentation and runbooks. Based in Islamabad, this role offers a challenging, growth-oriented environment.