Technical Support Specialist

About Centific

Centific is a frontier AI data foundry that curates diverse, high-quality data, using our purpose-built technology platforms to empower the Magnificent Seven and our enterprise clients with safe, scalable AI deployment. Our team includes more than 150 PhDs and data scientists, along with more than 4,000 AI practitioners and engineers. We harness the power of an integrated solution ecosystem-comprising industry-leading partnerships and 1.8 million vertical domain experts in more than 230 markets-to create contextual, multilingual, pre-trained datasets; fine-tuned, industry-specific LLMs; and RAG pipelines supported by vector databases. Our zero-distance innovation™ solutions for GenAI can reduce GenAI costs by up to 80% and bring solutions to market 50% faster.

Our mission is to bridge the gap between AI creators and industry leaders by bringing best practices in GenAI to unicorn innovators and enterprise customers. We aim to help these organizations unlock significant business value by deploying GenAI at scale, helping to ensure they stay at the forefront of technological advancement and maintain a competitive edge in their respective markets.

About Job

We are looking for a hands-on Data Operations & Automation Engineer to support the OCR Form Telemetry project. The role will perform responsibilities supporting high-volume data requests across multiple Microsoft products and stakeholders.

The successful candidate will manage daily operational requests, execute and optimize Kusto queries, monitor Azure Data Explorer environments, troubleshoot data issues, and develop automation that improves the team’s capacity and service quality. This position requires a combination of technical data skills, operational discipline, stakeholder communication, and a continuous-improvement mindset.

Key Responsibilities

Data and Operational Support

• Receive, triage, prioritize, and complete requests submitted through the OCR Form ticketing system and other approved channels.
• Execute Kusto Query Language (KQL) queries in Azure Data Explorer to retrieve telemetry data.
• Prepare data extracts, snapshots, metrics, and analysis for product teams and other stakeholders.
• Investigate data discrepancies, missing data, query failures, and telemetry-related issues.
• Support workloads across products such as Excel Agent, Implicit, Aurora, OCV, Omni, Jarvis, and future onboarded products.
• Review and approve applicable pull requests while following established validation and change-control processes.
• Maintain accurate request status, ownership, priority, resolution notes, and completion records.
• Meet agreed response and resolution service levels while escalating blockers and urgent requests appropriately.

Query Development and Performance

• Develop, validate, maintain, and optimize KQL queries.
• Troubleshoot slow-running queries, timeouts, incorrect results, and excessive resource consumption.
• Verify that optimized queries produce results consistent with the original business requirements.
• Monitor ADX cluster utilization, query performance, traffic patterns, and service health.
• Select appropriate clusters and execution strategies based on availability and workload.
• Maintain reusable query templates and standard solutions for common requests.

Automation and Continuous Improvement

• Identify repetitive or high-volume activities that can be standardized or automated.

• Build and maintain automation using tools such as Power Automate, Copilot CLI, Agency Copilot, scripts, and internal platforms.
• Support and enhance the ADX query automation bot.
• Automate recurring data requests and delivery of output files to stakeholders.
• Develop dashboards and self-service solutions using Power BI or similar tools.
• Improve operational efficiency without compromising data accuracy, security, or reliability.
• Document automation logic, dependencies, operating procedures, and recovery steps.

Stakeholder and Team Collaboration

• Work directly with product teams, engineers, analysts, and business stakeholders to understand data requirements.
• Clarify incomplete requests and translate business questions into accurate data queries.
• Communicate request status, expected turnaround time, risks, and blockers clearly.
• Help onboard new stakeholders by explaining request formats, priorities, available services, and service-level expectations.
• Collaborate with team members to balance workloads and maintain service continuity during demand spikes or absences.
• Escalate permission, infrastructure, server-capacity, and data-access issues to the appropriate teams.

Reporting and Governance

• Contribute to weekly and monthly operational reporting, including:
• Request volume and completion rate
• Turnaround time and SLA performance
• Workload by product and request type
• Stakeholder demand
• After-hours requests
• Capacity and utilization
• Automation benefits and efficiency improvements
• Maintain operational documentation, user guides, development logs, and knowledge-base articles.
• Participate in regular backlog, capacity, service-quality, and process-improvement reviews.
• Follow applicable security, privacy, data-handling, and access-control requirements.

Required Qualifications

• Diploma or bachelor’s degree in Computer Science, Information Technology, Data Analytics, Engineering, or a related discipline.
• Practical experience in data operations, technical support, business intelligence, telemetry analysis, or a similar role.
• Working knowledge of Kusto Query Language (KQL) and Azure Data Explorer.
• Ability to analyze structured data, validate query results, and investigate data-quality issues.
• Experience with Microsoft Excel, including working with large datasets and producing structured outputs.
• Familiarity with Git-based workflows and pull-request reviews.
• Strong troubleshooting, prioritization, and problem-solving skills.
• Clear written and verbal communication skills in English.
• Ability to work independently while collaborating within a small, high-performing team.
• Strong attention to detail and commitment to data accuracy.

Preferred Qualifications

• Experience with one or more of the following:
• Power Automate
• Power BI
• Copilot CLI or other AI-assisted engineering tools
• Python, PowerShell, or another scripting language
• REST APIs and workflow integration
• Azure monitoring and dashboarding
• Experience optimizing KQL queries for performance and resource efficiency.
• Experience building bots, self-service tools, dashboards, or operational automation.
• Familiarity with telemetry systems, product analytics, or Microsoft engineering environments.
• Experience supporting multiple stakeholders in a high-volume, SLA-driven environment.
• Knowledge of incident management, ticketing systems, and operational reporting.

Key Competencies

• Customer and stakeholder focus
• Operational ownership and accountability
• Data accuracy and analytical thinking
• Automation-first mindset
• Effective workload prioritization
• Proactive communication
• Continuous learning and improvement
• Ability to remain effective during demand spikes

Success Measures

Success in this role will be measured through:

• Accuracy and completeness of data delivered
• Request completion and SLA performance
• Stakeholder satisfaction
• Reduction in repetitive manual activities
• Query-performance improvements
• Reliability of automation and self-service solutions
• Quality of documentation and operational records
• Contribution to team capacity, resilience, and knowledge sharing

Centific is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, citizenship status, age, mental or physical disability, medical condition, sex (including pregnancy), gender identity or expression, sexual orientation, marital status, familial status, veteran status, or any other characteristic protected by applicable law. We consider qualified applicants regardless of criminal histories, consistent with legal requirements.