[Remote] Tier 1 Technical Support - Remote

Note: The job is a remote job and is open to candidates in USA. Daasity is a company that specializes in providing a proprietary platform for direct-to-consumer e-commerce companies. They are seeking a Level 1 Support Specialist to handle inbound support requests, troubleshoot technical issues, and educate customers on using their platform effectively.

Responsibilities

• Respond to inbound customer inquiries via email, chat, and video calls
• Use Looker dashboards to investigate data issues and guide customers through solutions
• Troubleshoot common technical issues, including integration setup and reporting discrepancies
• Escalate complex technical problems to Level 2 Support or Engineering, while keeping the customer informed
• Document recurring issues and propose improvements to internal knowledge base
• Educate customers on best practices for using Daasity, including how to access, interpret, and apply data insights
• Collaborate with Customer Success Managers to ensure a seamless merchant experience
• Track and log customer interactions and resolutions in support tools

Skills

• 1–2 years in a customer-facing technical support role, preferably in SaaS or data/analytics
• Strong communication skills: able to adapt tone for different users, explain data clearly, and show empathy
• Proficiency with data tools or BI platforms (Looker experience a strong plus)
• Basic understanding of Python and SQL (and willingness to learn)
• Ability to troubleshoot systematically and document solutions
• Comfortable working remotely and managing multiple priorities
• Customer-first mindset and strong problem-solving skills
• Working knowledge of SQL, Python, Looker, Tableau, or other BI/analytics tools
• Experience in eCommerce or SaaS environments
• Bilingual (Spanish/English strongly preferred)
• Familiarity with data integrations, APIs, or cloud-based data warehouses
• Prior experience in a help desk or Level 1 support environment

Benefits

• Remote-first organization
• Generous time off policy, including paid parental leave
• Competitive medical coverage for you and your dependents
• Equity shares
• Growth potential company-wide
• Collaborative, transparent, and fun-loving work environment

Company Overview

Company H1B Sponsorship