This is a remote position.
Role Overview
We are seeking two external (EXT) resources to provide 24/7 on-call support for the Customer-Support-Data Slack channel, which serves 600+ CommOps analysts. This role is critical to ensuring timely responses to data-related questions, issue triage, and smooth coordination across teams. The ideal candidate should have a strong understanding of the customer support data ecosystem, be comfortable querying data, and communicate effectively across stakeholders.
Key Responsibilities
• Provide round-the-clock monitoring and support for the Customer-Support-Data Slack channel (#commops-data-support) and related requests
• Respond to analyst questions related to customer support data
• Triage incoming issues and determine appropriate next steps
• Delegate questions or issues to the appropriate team members when needed
• Perform data queries and basic analysis to resolve user inquiries
• Clearly communicate findings, status updates, and resolutions
• Document recurring issues, resolutions, and knowledge articles
• Identify automation opportunities and train the AI bot to improve automated responses
• Continuously improve support processes to enhance response time and quality
Required Skills & Qualifications
• Strong understanding of the customer support data ecosystem
• Ability to write and execute data queries (e.g., SQL or relevant tools)
• Excellent written communication skills for a Slack-based support environment
• Strong triage and problem-solving skills
• Ability to coordinate and collaborate with cross-functional stakeholders
• Experience documenting processes and creating knowledge base content
• Ability to work independently in an on-call support environment
Preferred Qualifications
• Experience supporting large analyst communities (500+ users)
• Familiarity with AI/automation tools and bot training
• Prior experience in data operations or support roles
Work Model
• 24/7 coverage model (shift-based rotation)
• External contractor role
