The Job
As a Level 1 Support Specialist, you’ll field inbound support requests, triage issues, provide timely resolutions, and escalate when necessary. You will learn the Daasity platform inside and out, support users with data-related questions, and use Looker extensively to troubleshoot, guide, and educate customers.
Who Should Apply?
You enjoy problem-solving, have strong communication skills, and can explain technical concepts in clear, simple terms. You’re patient, empathetic, and attentive to detail. If you’re curious, eager to learn, and excited about supporting high-growth eCommerce companies, this role is for you.
Bilingual candidates (Spanish/English preferred) are strongly encouraged to apply.
What will your day-to-day look like?
- Respond to inbound customer inquiries via email, chat, and video calls.
- Use Looker dashboards to investigate data issues and guide customers through solutions.
- Troubleshoot common technical issues, including integration setup and reporting discrepancies.
- Escalate complex technical problems to Level 2 Support or Engineering, while keeping the customer informed.
- Document recurring issues and propose improvements to internal knowledge base.
- Educate customers on best practices for using Daasity, including how to access, interpret, and apply data insights.
- Collaborate with Customer Success Managers to ensure a seamless merchant experience.
- Track and log customer interactions and resolutions in support tools.
Requirements
- 1–2 years in a customer-facing technical support role, preferably in SaaS or data/analytics.
- Strong communication skills: able to adapt tone for different users, explain data clearly, and show empathy.
- Proficiency with data tools or BI platforms (Looker experience a strong plus).
- Basic understanding of SQL or database concepts (or willingness to learn).
- Ability to troubleshoot systematically and document solutions.
- Comfortable working remotely and managing multiple priorities.
- Customer-first mindset and strong problem-solving skills.
Preferred Skills & Experience
- Working knowledge of Looker, Tableau, or other BI/analytics tools.
- Experience in eCommerce or SaaS environments.
- Bilingual (Spanish/English strongly preferred).
- Familiarity with data integrations, APIs, or cloud-based data warehouses.
- Prior experience in a help desk or Level 1 support environment.
Who We Are
Daasity is the first and only company to design a proprietary platform specifically for direct-to-consumer e-commerce companies that makes business-critical data accessible and usable for strategic decision-making. We work with a number of high-growth eCommerce customers in evolving markets, making for an exciting, challenging environment where problem solvers thrive. We are creating the tools and providing the insights our clients need to succeed, working as integrated partners in driving growth and profitability.
What We Offer
- Salary range: $55,000 - $65,000 annually
- Remote-first organization
- Competitive compensation
- Generous time off policy, including paid parental leave
- Competitive medical coverage for you and your dependents
- Equity shares
- Growth potential company-wide
- Collaborative, transparent, and fun-loving work environment
Application Process
(These steps may vary by role)
- Application Screening
- Initial/Behavioral Interview with Recruiting
- Interview with Hiring Manager
- Follow-up interview, if applicable
- References
- Offer Package
- Background Check