Level 1 – Customer Support Engineer

Lakefusion; United States; Remote; USD 6,400 - 9,500; Full time

Benefits offered by this job

Fully remote

Job summary

Lakefusion is seeking a frontline technical contact for an MDM platform, helping enterprise customers on onboarding and day-to-day use. You will troubleshoot, document issues, and drive reliable, scalable solutions with clear communication.

The role is full-time and remote, based in India, requiring collaboration with product and engineering teams to improve platform reliability and user experience.

Qualifications

• Experience in enterprise SaaS support.
• Familiarity with data ingestion and pipeline concepts.
• Ability to read stack traces and basic notebook cells in Python.

Responsibilities

• Act as the first point of contact for support requests received through email, chat, and ticketing systems.
• Diagnose and resolve issues spanning data ingestion, pipeline configuration, access permissions, and platform usage.
• Walk customers through onboarding tasks, including connecting data sources and configuring basic workflows.
• Manage ticket queues, document issues thoroughly, and drive timely resolution against service expectations.
• Escalate complex problems to senior support and engineering teams with clear context.
• Identify recurring issues and surface product feedback to improve reliability and usability.

Skills

Customer support

Technical support

Written communication

Verbal communication

Python scripting

Data ingestion

Tools

Python

Job description

Role overview

Serve as the frontline technical contact for customers using a Master Data Management (MDM) platform built natively on a major data intelligence platform. The role focuses on resolving foundational issues, guiding new users through onboarding, and ensuring a smooth day-to-day experience for enterprise customers. It suits someone who enjoys hands-on troubleshooting, clear communication, and contributing to product reliability improvements.

Responsibilities

• Act as the first point of contact for support requests received through email, chat, and ticketing systems.
• Diagnose and resolve common issues spanning data ingestion, pipeline configuration, access permissions, and general platform usage.
• Walk customers through onboarding tasks, including connecting data sources and configuring basic workflows.
• Manage ticket queues, document issues thoroughly, and drive timely resolution against defined service expectations.
• Escalate complex problems to senior support and engineering teams with clear, well-documented context.
• Identify recurring issues and surface product feedback that improves overall platform reliability and usability.

Requirements

• Prior experience in customer support or technical support, ideally for an enterprise SaaS product.
• Familiarity with data concepts such as source-to-target mapping, data ingestion, and pipeline fundamentals.
• Basic Python scripting ability, sufficient to read a stack trace or understand a simple notebook cell.
• Comfort working in a fast-paced, collaborative environment with strong written and verbal communication skills.
• Background in data analytics, data operations, or data quality workflows.

Nice to have

• IT certifications such as CompTIA A+ or ITIL Foundation.
• Experience supporting MDM or master-data-centric products.

Benefits and work setup

• Full-time position based in India, fully remote.