Technical Support Representative

A Call To Diverse TalentsWe're particularly interested in welcoming individuals looking to pivot from a traditional software engineering career towards a role that blends technology with customer engagement. If you have a robust engineering background and a passion for the data domain, MixRank offers a unique opportunity to leverage your technical skills in a customer-facing capacity. Join us in our journey to redefine data intelligence and foster lasting relationships with the world's leading companies.About the Role: Technical Support ExecutiveAs a pivotal connector between MixRank and our esteemed enterprise clientele, the Technical Support Executive will manage day-to-day interactions with our key accounts. This role involves handling all customer inquiries, proactive communication regarding new products, updates, bug fixes, and more. Additionally, the Technical Support Executive will collaborate closely with Account Executives to identify opportunities for upsells and cross-sells, besides managing ongoing renewals for our enterprise customers.This role is entirely remote, requiring availability during PST work hours.Key ResponsibilitiesFacilitate customer onboarding and maintain a comprehensive knowledge base. Utilize SQL queries to address common customer inquiries effectively. Gain expertise in client use cases, database configurations, and more. Serve as the primary MixRank contact for customer escalations and communications. Develop customer health scores to aid the sales team in renewal forecasts and other sales-related activities.QualificationsOutstanding communication skills, both written and oral. Proficiency in SQL and a solid understanding of database systems. Proven ability to manage client escalations and serve as the main point of contact for communications. Experience in project management, with the ability to allocate engineering resources efficiently and prioritize requests and bug fixes. An innate ability to learn independently and a strong sense of responsibility.Why work at MixRankMixRank is a data intelligence platform that's backed by YCombinator, 500 Startups, Mark Cuban, and other Silicon Valley investors. Founded in 2011, we started off crawling websites and apps trying to decode tech stacks and what tools/products companies use. Fast-forward to today, we're now among the top data providers in the world. Our ultra-high frequency datasets make their way into Fortune 500 companies, leading sales intelligence platforms & recruitment solutions, venture capital, private equity and public market firms. Our customers are highly data-driven, and are experts at handling billions of records of data. We help provide a world-class data experience, and help our customers focus on their customer experience and outcomes, while we focus on ensuring instant and constant access to high quality, highly refreshed data. We've been a 100% globally distributed company since 2018, spanning 14+ countries. We've been growing consistently 50% year over year the last 5 years. We're not a rocketship nor are we building things at hyperscale. Our focus is on making sure we're doing what's best by our customers, investors, and employees, while building a long-lasting business that teammates that join us would consider investing their life's work into. We offer competitive salaries and remote work benefits, prefer asynchronous communication, and offer a healthy work culture.