Allium

Customer Support Analyst

America. Posted 2 months ago

The role

The Customer Support Analyst will troubleshoot and resolve complex customer issues involving SQL queries, data pipelines, and API integrations. You will collaborate with engineering to investigate bugs and develop internal tools to automate troubleshooting. The role involves managing institutional customer expectations and synthesizing support into an AI-native system.

What you will do

  • Troubleshoot and resolve complex customer issues involving SQL queries, data pipelines, and API integrations
  • Map customer issues to existing solutions in Allium tables, documentation, or integration patterns
  • Help customers diagnose and optimize performance in data sources like Snowflake, BigQuery, and Postgres
  • Collaborate with engineering to investigate bugs, identify patterns, and ship fixes
  • Develop internal tools and scripts to automate troubleshooting and improve response times
  • Write clear documentation and knowledge base articles
  • Partner with GTM and product teams to translate customer pain points into actionable insights
  • Participate in daily syncs to discuss ongoing issues and improvements
  • Synthesize support into an AI-native system
  • Triage and prioritize incoming issues against customer SLAs

Required qualifications

  • Fluency in AI tools, common failure modes and modern practices
  • Fluency in SQL
  • Experience providing technical support for a SaaS or data product
  • Working knowledge of blockchain data primitives across ecosystems like Solana and EVM chains
  • Familiarity with APIs, data connectors, and ETL tools
  • Comfort with scripting or automation in Python, Bash, or similar languages
  • Strong understanding of Linux environments and command-line tools
  • Excellent communication and documentation skills
  • Proactive, empathetic approach to customer relationships
  • Ability to work independently and take full ownership of issues

Nice to have

  • Experience with data warehouses (Snowflake, BigQuery, Redshift) or BI tools
  • Exposure to infrastructure-as-code tools (Terraform, Ansible, etc.)
  • Experience in debugging API or integration issues across cloud environments
  • Familiarity with data modeling or transformation frameworks (dbt, Airbyte, etc.)
  • Experience with message queues and event buses (Google Pubsub, Kafka etc)

Benefits

  • Medical, Dental, Vision, Life and AD&D insurance
  • US folks get 100% coverage for Gold plans, 80% for dependents
  • Meaningful early-stage equity
  • Stock option grant for every full-time employee
  • Flexible, trust-based paid time off
  • Policies meet or exceed local statutory vacation requirements
  • Company sponsored 401(k) plan in US

Before you apply

  • All applicants have to answer this pop quiz: 'What is an Allium? What is your favorite Allium?'

About the company

Allium is building the system of record for onchain finance by ingesting, verifying, and standardizing data across 140+ blockchains. The company provides a neutral, canonical data layer for finance, accounting, risk, engineering, and research teams.