{"id":2424591,"url":"https://alion.io/job/marmind-technical-consultant-customer-support-analytics-mfd","title":"Technical Consultant — Customer Support Analytics (m/f/d)","company":{"id":2001881,"name":"marmind","domain":"marmind.com","url":"https://alion.io/company/marmind","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"HiBob","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":71000,"max_usd":149000,"period":"year","method":"role_country_seniority_unknown","sample_n":80},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false},{"name":"Intercom","optional":true}],"status":"live","first_seen_at":"2026-09-11T12:33:23Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-13T14:42:21Z","board_verified":true,"closed_at":null,"days_open":32,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":32},"description":"We are looking for a hands-on Technical Consultant to provide specialist analytics and data support to Customer Support and, where appropriate, other customer-facing teams.The consultant will act as the escalation point for customer questions and issues involving metrics, data, reporting, and account configuration. They will investigate problems directly, communicate findings clearly, implement custom metric requirements where appropriate, and work with Analytics, Product, or Development teams when an issue requires deeper technical involvement.\nThis is a practical troubleshooting role combining SQL and analytics expertise with strong customer-support communication. It is not primarily a dashboard-building or business-reporting position.\nResponsabilidades\nProvide technical and analytics support for customer inquiries escalated by Customer Support or, where appropriate, other customer-facing teams\nRespond to technical questions within customer conversations, including investigating the customer's account, configuration, metrics, and underlying data where necessary\nTroubleshoot metric-related issues, unexpected results, data inconsistencies, and suspected product bugs\nUse SQL and other available diagnostic tools to identify root causes and determine appropriate solutions\nCreate and implement custom metrics based on customer requirements\nTranslate customer requirements into technically sound metric definitions and configurations\nDevelop strong expertise in the data available from supported social networks, including platform-specific metric definitions, limitations, and differences\nMonitor relevant changes to social-network APIs, available metrics, and data definitions that may affect customer reporting\nIdentify recurring customer metric requirements and contribute to improving or standardising reusable metrics and configurations where appropriate\nExplain technical findings and proposed solutions clearly to Customer Support colleagues and, where required, directly to customers\nDistinguish between configuration issues, data-quality problems, incorrect metric definitions, expected product behaviour, and potential software defects\nReproduce and document suspected bugs before escalating them to Analytics or Development teams\nCollaborate with Analytics, Product, and Development colleagues to resolve issues that cannot be addressed within Customer Support\nIdentify recurring customer issues, metric gaps, and support patterns and feed these back to Product and Analytics to improve the product, documentation, and support processes\nDocument investigations, solutions, and recurring issue patterns so that similar cases can be resolved more efficiently in the future\nContribute to other analytics-related operational tasks as required\nRequisitos\nRequired experience and skillsStrong practical SQL skills, including joins, aggregations, filtering, common table expressions, and investigating unexpected query results\nExperience investigating data or metric discrepancies in a production, SaaS, analytics, or customer-support environment\nExperience with data-visualisation or business-intelligence tools and a sound understanding of common visualisation concepts\nBasic working knowledge of JSON or similar structured-data formats\nStrong analytical and structured troubleshooting skills\nAbility to investigate ambiguous problems independently and follow them through to an actionable conclusion\nAbility to understand customer requirements and translate them into metric definitions or technical solutions\nClear written and verbal communication, particularly when explaining technical subjects to non-technical colleagues or customers\nComfortable collaborating with both customer-facing teams and technical specialists\nGood judgement about when to resolve an issue independently and when to escalate it\nDesirable experience\nPrevious experience in technical support, product support, analytics support, solutions consulting, or a similar customer-facing technical role\nExperience configuring custom metrics or calculations within an analytics produc\nFamiliarity with common data-quality and metric-definition problem\nExperience working with ticketing or customer-conversation platforms such as Intercom\nKnowledge of social-media analytics and common KPIs, such as reach, impressions, engagement, audience growth, clicks, and video views\nExperience working in a fast-moving SaaS or software-product environment\n\nWhat success looks likeBecome a dependable escalation point for analytics-related customer issues\nResolve a high proportion of technical cases independently and efficiently\nProvide clear, accurate explanations that Customer Support can confidently share with customers\nIdentify the root cause of metric and data inconsistencies rather than only treating the immediate symptom\nImplement custom metrics accurately and consistently\nBuild strong knowledge of Facelift’s available social-network data and understand where platform-specific differences affect reporting\nRecognise recurring metric requirements and help turn them into reusable metrics and configurations where appropriate\nEscalate genuine product defects with sufficient evidence and reproduction detail for technical teams to act\nReduce unnecessary back-and-forth between Customer Support, Analytics, Product, and Development\nSurface recurring customer problems and metric gaps so that they can inform Product and Analytics improvements\nLeave clear documentation that supports continuity and knowledge transfer\nBeneficios\nJoin a forward-thinking global team where your career growth knows no boundaries. At Entirely, we believe in empowering our people to thrive personally and professionally.\nYour Career with Us: Work on cutting-edge projects that drive innovation across industries.\nYou'll have the opportunity to develop into an AI expert, collaborating with some of the brightest\nminds in the field. Our international environment means you'll work alongside talented\ncolleagues from around the world, serving global clients and solving complex challenges\ntogether.\nFlexibility & Growth: We support your ambitions with genuine flexibility. Work abroad for\nextended periods, explore internal transfers across departments and locations, and shape your\nown career path. Whether you're seeking a fresh challenge in a new market or want to deepen\nyour expertise in your current role, we create the space for you to grow.\nWork Your Way: We embrace flexible working arrangements tailored to your needs. Work\nremotely when it suits you best, and enjoy access to modern offices in every region where we\noperate. Collaborate from home, connect with your team in the office, or blend both-the choice\nis yours. We've invested in thoughtfully designed spaces where you can focus, create, and build\nmeaningful connections with colleagues.\nWork-Life Balance & Benefits: Beyond competitive compensation, we offer comprehensive\ncorporate benefits designed to support your wellbeing-from health insurance and retirement\nplans to wellness programs and professional development opportunities. We believe that happy,\nhealthy employees do their best work, which is why we invest in initiatives that matter to you.\nA Culture of Collaboration: In our diverse, inclusive workplace, your voice matters. We celebrate\ndifferent perspectives, encourage knowledge sharing, and foster genuine connections across our\nglobal teams. You'll find mentorship, learning opportunities, and a community that supports your\nsuccess.\nReady to make an impact? We're excited to meet you","description_format":"text","description_chars":7544,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Health insurance","Professional development","Retirement plans","Wellness"],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Software","Project & Work Management Software"],"lifecycle":[{"event":"open","at":"2026-10-13T06:58:52Z"}],"visa":[],"liveness":{"score":22,"band":"cold","label":"Long shot","p_open":1,"p_active":0.488,"p_room":0.45,"age_days":32,"expected_fill_days":20,"reasons":["conf:3","win:tail"],"computed_at":"2026-10-13T18:41:50Z"},"pay":null,"html_url":"https://alion.io/job/marmind-technical-consultant-customer-support-analytics-mfd","json_url":"https://alion.io/job/marmind-technical-consultant-customer-support-analytics-mfd.json","meta":{"generated_at":"2026-10-13T18:41:50Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28681,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2001881},"rest":"https://alion.io/mcp/rest/get_company?id=2001881"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmarmind-technical-consultant-customer-support-analytics-mfd"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmarmind-technical-consultant-customer-support-analytics-mfd"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmarmind-technical-consultant-customer-support-analytics-mfd"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/marmind-technical-consultant-customer-support-analytics-mfd\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmarmind-technical-consultant-customer-support-analytics-mfd"}]}