Customer Support Representative

More and more large companies are using AtScale, so our support team is growing!  When our customers have issues, they contact us online.  As a Customer Support Representative at AtScale, you will triage these issues, reproduce them on our product, and provide solutions.  Experience providing support for enterprise software is required.  Our product is pretty technical, so experience providing support for middleware or Business Intelligence tools is required.  Ability to query databases, model data or use Hadoop is highly desired.

Positions are available at our offices in San Mateo and New York City.

Responsibilities include:

  • Triaging customer issues and resolving them in a timely fashion
  • Reproducing customer issues in a test environment
  • Escalating issues as necessary and providing updates to customers
  • Conducting screen sharing sessions to diagnose issues or deliver solutions first-hand
  • Becoming an expert on the installation, configuration and day-to-day use of the AtScale product
  • Collaborating with Product and Engineering to channel customer feedback and solutions into future releases of the product
  • Advocating for feature requests and bug fixes on behalf of the customer


  • 3+ years total experience providing customer support for middleware or BI tools
  • Quick learner
  • Strong written and verbal communication skills
  • Meticulous note-taker with excellent follow-through
  • High-energy, proactive, team-oriented, analytical individual who loves speaking with customers

Bonus points:

  • experience querying databases, modeling data or using Hadoop
  • tech writing

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