Data Operations Customer Support Specialist

Avalore.ai; Arlington (VA); On-site; USD 67,000 - 117,000; Full time

Benefits offered by this job

Health Care Plan

401k/IRA with generous match

Life Insurance

Paid Time Off

Disability (Short/Long Term)

Training & Development

Employee Assistance Program

Job summary

Avalore.ai in Arlington, VA seeks a Data Operations Customer Support Specialist to provide technical support for data-related issues, troubleshoot access, quality and availability, and respond to customer tickets. You will collaborate with data engineering, create and update knowledge base material, and train users on data access and utilization.

The role emphasizes monitoring data service health, reporting on metrics, and driving improvements while ensuring compliance with data security

Qualifications

• Active security clearance required for this role.
• 0-3 / 4-7 / 8+ years experience levels with Bachelor's Degree.
• Strong communication and self-starter mindset.
• Proficiency in English.
• Authorized to work in the United States on a full-time basis; no visa sponsorship.

Responsibilities

• Provide technical support for data access, quality, and availability.
• Troubleshoot data-related problems and respond to customer tickets.
• Coordinate with data engineering and other technical teams for issue resolution.
• Develop and maintain knowledge base articles and documentation for data services.
• Train users on data access and utilization; monitor service health and performance.
• Identify patterns in support requests to drive improvements and maintain security policy adherence.
• Assist in change management and communicate service disruptions and maintenance activities to users.

Skills

Security clearance

Communication skills

Self-starter mindset

English proficiency

Microsoft Office

Education

Bachelor's Degree

Tools

Microsoft Office Suite

Job description

The Data Operations Customer Support Specialist will provide technical support for data-related issues. This person will troubleshoot problems with data access, quality, and availability, collect customer feedback for continuous improvement, and ensure support activities adhere to data security policies. This person will respond to and resolve customer tickets related to data services, diagnose complex data-related problems, and coordinate with technical teams for issue resolution. This person will develop and maintain knowledge base articles for common data issues, create and update documentation for data services, and train users on data access and utilization. This person will monitor data service health and performance, track and report on support metrics and customer satisfaction, and identify patterns in support requests to drive improvements. This person will participate in change management processes for data services, communicate service disruptions and maintenance activities to users, and collaborate with data engineering teams to enhance service reliability. This person will establish support procedures and escalation paths, implement proactive monitoring to identify potential issues before they impact users, and maintain awareness of the data platform roadmap to prepare for supporting new features.

Requirements

• SECRET Security Clearance Required
• CND, GFACT, GSEC, or Security+ cerification (for Junior / Journeyman roles)
• SecurityX / CASP+, CCNP Security, CISA, FITSP-O, GICSP, or SSCP certification (for Senior role)
• We are actively seeking multiple levels:
  • Junior: 0 - 3 years of experience + Bachelor's Degree
  • Journeyman: 4 - 7 years of experience + Bachelor's Degree
  • Senior: 8+ years of experience + Bachelor's Degree
• Good communication skills, self-starter mindset
• Professional proficiency in English is required
• Demonstrated proficiency in using all Microsoft Office applications
• Applicants must be currently authorized to work in the United States on a full-time basis. Avalore will not sponsor applicants for work visas for this position

Work Environment

• Moderate noise (i.e. business office with computers, phone and printers) and /or occasional Loud noise (airfield, large equipment).
• Ability to sit at a computer terminal for an extended period of time.

Physical Demands

• While performing the responsibilities of the job, the employee is required to sit, stand, talk, and hear.
• Employee is often required to sit and use their hands and fingers to operate a computer.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel

• Up to 10%/ Occasional travel.

Avalore will provide reasonable accommodations to applicants who are unable to utilize our online application system due to a disability. Please send your request to [e-mail].

Avalore is an Equal Opportunity Employer - We not discriminate based on age, race, national or ethnic origin, gender, veterans status, disability, sexual orientation, gender identity or any other legally protected class. Applicants have rights under Federal Employment Laws.

Benefits

Eligibility requirements apply.

• Employer Contributions to Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA) with a generous matching program
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Employee Assistance Program
• Salary at Avalore is determined by various factors, including but not limited to location, the individual's particular combinaition of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements
• Salary estimates for this job range from $67,000 - $117,000