Technical Support Specialist

Position Summary

• Data Product Front-line Support

• Responsible for responding to and resolving technical issues faced by customers using CDP, GMP, Finder+AB, DataWind, etc.
• Issue Diagnosis and Troubleshooting: Conduct deep troubleshooting for data-related issues, such as inaccurate data collection, abnormal workflows, metric discrepancies, tag selection logic errors, and A/B test configuration issues.
• Implementation and Application Guidance: Assist and guide customers in product configuration and integration, including tracking plan design, data ingestion, tag system construction, marketing campaign creation, and dashboard setup.
• Cross-Team Collaboration & Customer Empowerment: Collaborate with back-end teams to drive resolution; help customers better understand data products and mine data value through case sharing.

Qualifications

• 2+ years of experience in technical support, implementation, or data analysis for data products (e.g., CDP, BI, user behavior analytics, A/B testing platforms) .
• Proficient in SQL for complex queries; familiar with data warehousing and ETL concepts, and at least one big data technology (Hive, Spark, ClickHouse, etc.); deep understanding of user behavior analysis or A/B testing; experience with Volcengine data products or competitors (SensorsData, Tableau, etc.) is preferred.
• Language: Mandarin: Native speaker level, used for highly efficient internal team collaboration. English: Fluent in spoken and written English, capable of participating in technical communication and reading/writing technical documents.
• On-site resident support at customer site; short-term business travel may be required
• Able to accept 7x24 on-call schedules, responding quickly to urgent customer needs.
• Respect and understand local Saudi laws, regulations, business culture, and social customs
• Possess a high awareness of data security and privacy protection, strictly complying with company and customer data regulations.

Preferred Qualifications

• Basic conversation skills in Arabic