Customer Support Specialist

The Opportunity (General Summary)

Responsible for tracking and responding to customer issues and complaints. Ensures reliable, high-quality technical support for customers. This role combines deep platform knowledge with customer engagement, serving as an initial point of contact with the customer. Support specialists work closely with support, engineering, product, and services teams to improve platform performance, customer satisfaction, and overall mission outcomes.

Key Responsibilities (Principal Duties and Accountabilities *Essential Functions)

• Serve as the initial point of contact for complex technical, operational, and customer issues, ensuring timely resolution and clear communication with enterprise and government customers.
• Utilize existing support processes, service levels, and escalation paths to deliver consistent, high-quality support across all Vidterra platforms. Suggest improvements for these resources and services to the Director of Customer Success & Support.
• Partner closely with support, engineering, product, and services teams to identify recurring issues, influence product improvements, and ensure support readiness for new releases and deployments.
• Act as a customer advocate, capturing feedback, usage trends, and operational challenges to help improve platform adoption, reliability, and customer satisfaction.