[Remote] Tier 1 Technical Support - Remote

Note: The job is a remote job and is open to candidates in USA. Daasity is a company that specializes in providing a proprietary platform for direct-to-consumer e-commerce companies. They are seeking a Level 1 Support Specialist to handle inbound support requests, troubleshoot technical issues, and educate customers on using their platform effectively. Responsibilities Respond to inbound customer inquiries via email, chat, and video calls Use Looker dashboards to investigate data issues and guide customers through solutions Troubleshoot common technical issues, including integration setup and reporting discrepancies Escalate complex technical problems to Level 2 Support or Engineering, while keeping the customer informed Document recurring issues and propose improvements to internal knowledge base Educate customers on best practices for using Daasity, including how to access, interpret, and apply data insights Collaborate with Customer Success Managers to ensure a seamless merchant experience Track and log customer interactions and resolutions in support tools Skills 1–2 years in a customer-facing technical support role, preferably in SaaS or data/analytics Strong communication skills: able to adapt tone for different users, explain data clearly, and show empathy Proficiency with data tools or BI platforms (Looker experience a strong plus) Basic understanding of Python and SQL (and willingness to learn) Ability to troubleshoot systematically and document solutions Comfortable working remotely and managing multiple priorities Customer-first mindset and strong problem-solving skills Working knowledge of SQL, Python, Looker, Tableau, or other BI/analytics tools Experience in eCommerce or SaaS environments Bilingual (Spanish/English strongly preferred) Familiarity with data integrations, APIs, or cloud-based data warehouses Prior experience in a help desk or Level 1 support environment Benefits Remote-first organization Generous time off policy, including paid parental leave Competitive medical coverage for you and your dependents Equity shares Growth potential company-wide Collaborative, transparent, and fun-loving work environment Company Overview Daasity enables Consumer Product Brands to make better data-driven decisions, leading to faster and more profitable growth. It was founded in 2017, and is headquartered in San Diego, California, USA, with a workforce of 51-200 employees. Its website is Company H1B Sponsorship Daasity has a track record of offering H1B sponsorships, with 3 in 2022, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.