Technical Support Engineer

This is your chance to break into the data & AI space and accelerate your career. As a Technical Support Engineer at Windfall, you'll be right at the center of the action: supporting the implementation of new Windfall customers, configuring their accounts, mapping real datasets, and making sure our platform runs smoothly for them every day. You'll take on both proactive and reactive data and technical support challenges, becoming the go-to problem-solver our customers rely on. If you want hands-on experience with real data, direct customer impact, and a fast-moving team that will invest in your growth, this is the role for you.

This isn't a deeply technical or SQL-heavy position-we're looking for a resourceful problem-solver who thrives on finding answers, likes working with data, has incredible attention to detail, and is motivated by seeing customers succeed.

We're on a mission to change how organizations perceive and use people data. And we hold true to our core values of: (1) Be an excellent communicator; (2) Operate with transparency; (3) Provide leverage, not optimization; (4) Win When Our Customers Win; and (5) Act with integrity and trust.

Responsibilities:

• Configure new customer accounts and map initial datasets
• Monitor and support data delivery queues
• Triage, troubleshoot, and resolve inbound support tickets, escalating to the appropriate team when needed
• Support wealth analytics reports and match analysis workflows
• Monitor account and dataset health, and address issues before they escalate
• Collaborate with internal teams to report bugs, gather user feedback, and suggest feature improvements
• Maintain accurate and thorough records of all account and support activity in Pylon and Salesforce
• Proactively follow up on open items to ensure timely resolution and a positive customer experience
• Contribute to improved knowledge bases, AI workflows, and customer experiences

Requirements:

• Bachelor's degree
• 2+ years of professional experience, with 1+ years of experience in technical support, data/marketing analyst, or CRM-adjacent role, ideally in a tech or SaaS environment
• Comfort working with data files (e.g., CSV), CRM data models (i.e., objects/records), and spreadsheets; no SQL or deep technical background required
• Familiarity with Salesforce, HubSpot, or similar CRM/database platforms
• A desire to grow your career and professional skill set at Windfall
• Proven ability to adapt to shifting priorities and manage multiple tasks effectively
• Exceptional communication skills, both written and verbal
• Proven ability to analyze and resolve issues effectively
• A positive attitude and a genuine desire to help customers succeed