About the role

Technical Support Lead at gaiia managing complex customer support inquiries and ensuring support quality. Troubleshooting data and reporting issues while collaborating with Customer Success and Engineering teams.

Responsibilities

Answer customer support queries alongside the rest of the support team, meeting SLA standards for response and resolution times.
Take the lead on complex, technical, and data-related support inquiries, particularly those related to reporting and analytics.
Troubleshoot integrations.
Help customers with API usage.
Debug data inconsistencies.
Troubleshoot workflow executions.
Troubleshoot authentication issues.
Build, review, and troubleshoot customer-facing reports and dashboards.
Help customers understand their data by translating SQL logic and analytics concepts into clear, actionable insights.
Investigate reporting issues, data discrepancies, and analytics workflows, escalating to Product or Engineering when needed.
Audit and review support responses to ensure quality, consistency, technical accuracy, and alignment with best practices.
Monitor team-level SLA performance and support quality, proactively flagging risks or gaps.
Identify recurring themes across support tickets and surface opportunities for product, reporting, or documentation improvements.
Own and evolve gaiia’s help center and internal knowledge base, with a focus on technical, reporting, and analytics content.
Create and maintain documentation, FAQs, and guides that help customers and internal teams better understand gaiia’s data and reporting capabilities.
Collaborate closely with Customer Success, Product, and Engineering to share customer feedback and influence platform improvements.

3+ years of experience in technical support, customer support, analytics support, or a similar customer-facing technical role.
Intermediate knowledge of SQL, including writing queries and understanding joins, filters, and aggregations.
Experience working with data warehouses, BI tools, data dictionaries or reporting platforms (e.g., Snowflake, PowerBI, Tableau, Explo, or similar).
Comfort building and troubleshooting complex reports and dashboards.
Experience creating or maintaining technical documentation and knowledge bases.
Familiarity with support tools like Zendesk, Intercom, or similar ticketing systems.
Strong problem-solving skills, attention to detail, and comfort navigating technical ambiguity.