Title: Customer Support Engineer

Location: Remote

Position Reports To: Head of Operations & Support

Summary

Veritas is seeking a technically strong Customer Support Engineer to act as the first point of contact for our customers, ensuring a seamless customer experience. You will provide proactive technical support for customer onboarding and utilisation, ensuring high-quality issue resolution to maintain customer satisfaction. You’ll work closely with internal teams to resolve issues efficiently and uphold the Veritas standard of technical excellence.

As a Customer Support Engineer, you will work closely with Operations and Product teams to ensure all Veritas Data Research offerings are delivered to customers in an efficient and timely manner. You’ll also play a central role in improving the customer experience, streamlining processes, and driving efficiency.

Key Responsibilities

• Ensure timely and accurate technical setup and delivery of Veritas products to prospective and contracted customers.
• Provide technical support to customers by diagnosing, troubleshooting, and resolving product or system issues through email or phone. This includes data deliveries, connections, access permissions, API integrations and cloud environment configurations.
• Perform hands on triage in systems such as Databricks, Azure, Airflow and cloud storage services, including analysis and pipeline debugging.
• Act as the technical escalation point, working closely with engineering, product, and operations teams to resolve complex issues and identify areas of improvement.
• Support service‑level commitments, ensuring incidents are handled within defined SLAs and escalating when necessary.
• Maintain accurate records of support activities, solutions, and customer interactions in the support platform.
• Create and improve knowledge base articles, troubleshooting guides, and internal documentation.
• Collaborate with Sales, Product, and Operations teams to improve customer experience.

Key Skills

• Minimum of 2 years of experience in a customer-facing technical support, customer support engineering, or IT troubleshooting role.
• Strong proficiency with SQL and at least one scripting language (e.g., Python, Bash or similar)
• Hands-on experience supporting SaaS, cloud platforms, APIs, and modern stack tools (e.g., Azure, Databricks, AWS, Airflow) is essential.
• Experience working with Project Management (e.g., Asana, Monday.com) and CRM tools (e.g., HubSpot, Salesforce) is required.
• Prior work in a customer‑facing technical environment with responsibility for resolving complex issues.
• Excellent communication of technical concepts into accessible explanations.
• Proven ability to build and maintain long-term relationships with internal and external stakeholders.
• Strong problem-solving abilities and high attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.