Support Specialist

Duco is a company on a mission to reduce the time spent on data-related work by 90%. They offer an enterprise data automation platform that automates data controls using technologies like no-code, cloud, and AI. Their clients include some of the largest global financial institutions such as international banks, brokers, exchanges, asset managers, hedge funds, administrators, service providers, and corporate entities. Duco is headquartered in London with offices in New York, Wroclaw, Singapore, and Antwerp.

• Experience in customer support with technical products, preferably in SaaS products.
• Practical experience querying SQL databases.
• Familiarity with JIRA and Confluence.
• Experience working directly with external customers via email, phone, or video.
• Excellent communication and interpersonal skills.
• Ability to take ownership of issues including problem-solving and diving deep into technical detail.
• Self-sufficiency in researching support tickets through various methods including technical documentation.
• Ability to manage a busy workload and balance multiple priorities.
• Positive, flexible, solutions- and ideas-focused approach.
• Willingness to support Polish public holidays on a rotational basis.
• Some practical experience in a programming language (Python, Ruby, JS) and/or a BI tool (e.g. Postman, Tableau).

Nice to have:

• Experience with Groundcover and AWS.

• Registering, prioritising, and documenting all tickets reported to the Support team using relevant tools, following incident management procedures.
• Investigating and conducting root cause analysis into reported issues using a variety of tools.
• Providing technical support to clients.
• Communicating and coordinating issues affecting customers internally and directly with end-users.
• Managing customer escalations and expectations, and communicating with various stakeholders.
• Understanding customer needs including relevant features and configuration requests.
• Conducting calls with customers to help them and manage each case until fully resolved.
• Participating in knowledge sharing among colleagues.
• Translating business needs into technical language and vice versa.