Technical Customer Support Lead

Octus

Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets.

For more information, visit: https://octus.com/

Working at Octus

Octus hires growth-minded innovators and trailblazers across the globe to drive our business and culture. Our core values - Action Oriented, Customer First Mindset, Effective Team Players, and Driven to Excel - define an organizational ethos that’s as high-performing as it is human. Among other perks, Octus employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, and much more. 

Role

When a client wires Octus data into their stack, you're the person they reach out to.

You'll sit at the point where our data meets a client's architecture, and you'll be the frontline support expert who works out why a feed stalled, why a field looks off or why an integration isn't behaving the way the documentation promised. Some days that means walking a portfolio manager through an authentication error. Other days it means tracing a schema mismatch with our engineering team before the client has noticed anything is wrong.

This is a customer support role for someone who genuinely wants to understand how things work. You won't be reading from a script. You'll be reading logs, asking sharper questions than the ticket did, and turning a client's vague "the data looks wrong" into a precise, reproducible problem our internal teams can fix.

Responsibilities: 

• Serve as the first technical point of contact for clients using our Direct Data products.
• Assist with frontline diagnosis and issue resolution 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 receives a clear case and not a forwarded complaint.
• Own each issue and client communication end to end. Set expectations, keep clients informed and confirm the fix landed.
• Partner with engineering, product and client success to prioritize recurring problems and push permanent fixes upstream.
• Contribute to the reference material that scales the team: troubleshooting runbooks, integration guides, FAQs and internal documentation.
• Support new client onboarding, helping technical teams get connected and productive quickly.
• Spot patterns across tickets and bring them to product as evidence, not anecdote.

Requirements: 

• Deep curiosity. You're not satisfied by a workaround. You want to know the root cause, and you'll dig until you find it.
• Self-driven, and a team player. You take ownership without waiting to be assigned, and you make the people around you faster.
• Strong technical aptitude. You're comfortable reading documentation, logs and structured data, and you learn new tools quickly.
• Clear communication. You can explain a technical problem to an engineer and to a credit analyst in the same afternoon, and both walk away clear on what happens next.
• Composure with clients. You stay calm and credible when someone's workflow is blocked and the market isn't waiting.
• Structured problem solving. You work methodically through ambiguity instead of guessing.

Equal Employment Opportunity

Octus is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to create an inclusive and diverse work environment where all individuals are valued, respected, and treated fairly. We believe that diversity enriches our workplace and enhances our ability to innovate and succeed.