Technical Customer Support Lead

About the role

Octus is a global provider of credit intelligence, data and analytics. As Technical Customer Support Lead, you will be the first technical point of contact for clients using Octus's Direct Data products, working at the intersection of the company's data and a client's architecture. You turn vague client complaints about stalled feeds, off fields or broken integrations into precise, reproducible problems that engineering can fix.

Key responsibilities

• Serve as the first technical point of contact for clients using Direct Data products.
• Diagnose and resolve issues across the delivery stack: API, MCP, Snowflake and Databricks shares, data quality questions, schema changes and delivery delays.
• Reproduce problems independently before escalating, so engineering gets a clear case.
• Own each issue and client communication end to end, setting expectations and confirming the fix landed.
• Partner with engineering, product and client success to prioritize recurring problems and push permanent fixes upstream.
• Contribute to reference material such as troubleshooting runbooks, integration guides, FAQs and internal documentation.
• Support new client onboarding and spot patterns across tickets to bring evidence to product.

Required profile

• Deep curiosity: you want to find the root cause, not just a workaround.
• Self-driven and a team player who takes ownership without waiting to be assigned.
• Strong technical aptitude: comfortable reading documentation, logs and structured data, and learning new tools quickly.
• Clear communication: able to explain technical problems to engineers and credit analysts alike.
• Composure with clients when workflows are blocked, and structured, methodical problem solving.

What we offer

• Competitive health benefits, matched 401k and pension plans, and PTO.
• Generous parental leave and gym subsidies.
• Educational reimbursements for career development and recognition programs.