Nexus Cognitive
Technical Support Specialist (Entry Level) — Data Platform & AI
Nexus Cognitive, Addison, Texas, United States, 75001
Overview
Nexus Cognitive is seeking an entry-level Technical Support Specialist to help customers succeed with our modern data & AI platform. You’ll be the first line of technical triage, diagnosing issues, answering product questions, and partnering with Product/Engineering to drive quick, high-quality resolutions. A strong aptitude for data is preferred. What You’ll Do
Frontline triage & resolution: Own inbound tickets (email/portal), meet response & resolution SLAs, and deliver a great customer experience. Escalate well: Write clear recreation steps, environment details, and impact; collaborate with Engineering & Product on fixes and workarounds. Document & educate: Publish KB articles/FAQs, update runbooks, and host short customer “how-to” sessions or office hours. Reliability & process: Participate in incident response, post-incident reviews, and continuous improvement of tools and workflows. Security & compliance: Handle sensitive data responsibly and follow access, logging, and retention policies. Experience diagnosing issues with data workflows: validate pipelines, jobs, and transformations; check permissions; reproduce issues in test environments preferred. Experience using data skills: run basic SQL (SELECT/JOIN/WHERE), inspect CSV/JSON, call APIs (Postman/curl), and interpret logs/metrics preferred. Outcomes (How We’ll Measure Success)
SLA attainment: First response & time-to-resolution at or above target. Quality of escalations: Clear, reproducible tickets; reduced back-and-forth. Customer satisfaction: CSAT target; positive qualitative feedback. Knowledge base impact: Regular, high-value article contributions and updates. Operational hygiene: Accurate tagging, root-cause notes, and playbook adherence. Requirements
What You Bring (Must-Haves)
U.S. Citizens with the ability to obtain and maintain a Public Trust (6C) clearance; employment may be contingent on background screening and eligibility. 0–2 years in technical support/help desk/internship or equivalent projects a plus. Demonstrated aptitude for data (coursework, projects, labs, certifications). Comfortable with or learning SQL fundamentals, CSV/JSON, REST APIs, and basic Linux/CLI. Familiarity with cloud concepts (AWS/Azure/GCP), networks (DNS/SSL/TLS basics), and issue tracking (e.g., Jira/Zendesk). Excellent written & verbal communication; clear, empathetic customer interactions. Strong documentation habits and bias for structured problem-solving. Nice to Have
Exposure to Databricks/Snowflake/BigQuery, dbt, Airflow/Prefect, or streaming (Kafka/Kinesis). Scripting (Python) for light tooling; Git basics. Observability tools (CloudWatch/Stackdriver/Grafana), SQL editors, log aggregators. Prior support for enterprise customers or regulated environments. Work Expectations
Standard US business hours with on-call/after-hours rotation for priority incidents. Minimal travel (
Dallas, TX
#J-18808-Ljbffr
Nexus Cognitive is seeking an entry-level Technical Support Specialist to help customers succeed with our modern data & AI platform. You’ll be the first line of technical triage, diagnosing issues, answering product questions, and partnering with Product/Engineering to drive quick, high-quality resolutions. A strong aptitude for data is preferred. What You’ll Do
Frontline triage & resolution: Own inbound tickets (email/portal), meet response & resolution SLAs, and deliver a great customer experience. Escalate well: Write clear recreation steps, environment details, and impact; collaborate with Engineering & Product on fixes and workarounds. Document & educate: Publish KB articles/FAQs, update runbooks, and host short customer “how-to” sessions or office hours. Reliability & process: Participate in incident response, post-incident reviews, and continuous improvement of tools and workflows. Security & compliance: Handle sensitive data responsibly and follow access, logging, and retention policies. Experience diagnosing issues with data workflows: validate pipelines, jobs, and transformations; check permissions; reproduce issues in test environments preferred. Experience using data skills: run basic SQL (SELECT/JOIN/WHERE), inspect CSV/JSON, call APIs (Postman/curl), and interpret logs/metrics preferred. Outcomes (How We’ll Measure Success)
SLA attainment: First response & time-to-resolution at or above target. Quality of escalations: Clear, reproducible tickets; reduced back-and-forth. Customer satisfaction: CSAT target; positive qualitative feedback. Knowledge base impact: Regular, high-value article contributions and updates. Operational hygiene: Accurate tagging, root-cause notes, and playbook adherence. Requirements
What You Bring (Must-Haves)
U.S. Citizens with the ability to obtain and maintain a Public Trust (6C) clearance; employment may be contingent on background screening and eligibility. 0–2 years in technical support/help desk/internship or equivalent projects a plus. Demonstrated aptitude for data (coursework, projects, labs, certifications). Comfortable with or learning SQL fundamentals, CSV/JSON, REST APIs, and basic Linux/CLI. Familiarity with cloud concepts (AWS/Azure/GCP), networks (DNS/SSL/TLS basics), and issue tracking (e.g., Jira/Zendesk). Excellent written & verbal communication; clear, empathetic customer interactions. Strong documentation habits and bias for structured problem-solving. Nice to Have
Exposure to Databricks/Snowflake/BigQuery, dbt, Airflow/Prefect, or streaming (Kafka/Kinesis). Scripting (Python) for light tooling; Git basics. Observability tools (CloudWatch/Stackdriver/Grafana), SQL editors, log aggregators. Prior support for enterprise customers or regulated environments. Work Expectations
Standard US business hours with on-call/after-hours rotation for priority incidents. Minimal travel (
Dallas, TX
#J-18808-Ljbffr