[Hiring] Customer Support Engineer @Datavant

Role Description

We are looking for a Customer Support Engineer to own customer-facing technical work end-to-end, including the cases that don't fit the playbook. You will operate as an independent practitioner - managing customer interactions directly, navigating complex or nonstandard situations, and starting to identify the patterns worth fixing systemically.

• Own customer tickets and issues end-to-end with minimal oversight, including those that are complex, nonstandard, or escalated.
• Lead customer interactions independently - set proper expectations, push back when appropriate, and maintain trust through difficult conversations.
• Form a point of view in ambiguous situations and move forward with partial information; pull in senior support thoughtfully when warranted.
• Translate technical complexity for both technical and non-technical customer audiences, fluidly adapting your communication to the audience.
• Know when (and when not) to deviate from standard procedure to best serve the customer and the team.
• Identify recurring issues and propose systemic fixes - process changes, documentation updates, product requests that demonstrate deep understanding of product behavior and customer needs.
• Drive internal projects end-to-end to improve standard procedures, in addition to your customer work.
• Develop fluency across all products in scope for Technical Solutions and serve as a resource for colleagues on Strategic Engagement, GTM, and TS.
• Collaborate with cross-functional partners across Customer Success, Product, Engineering, Science, GTM, and Privacy Delivery - coordinating handoffs cleanly and driving alignment when stakeholders disagree.
• Consistently meet or exceed SLAs and customer satisfaction targets, building trust-based relationships with the customers you serve.

Qualifications

• 1–2 years of full-time experience in a customer-facing technical role, preferably in B2B SaaS context (e.g., customer support, technical implementations, or similar).
• Independent ownership: you can be trusted to drive issues end-to-end without constant direction, including the cases that don't fit a playbook.
• Strong troubleshooting and problem-solving instincts: you investigate systematically, form hypotheses, and validate them. You are comfortable navigating logs, APIs, configuration files, and cross-system debugging.
• Hypothesis-driven reasoning: when standard troubleshooting paths don't apply, you organize what you know, form a clear hypothesis about what's going on, prioritize what to test based on likelihood and impact, and adjust your approach as evidence comes in.
• Direct customer communication: you can hold expectations, push back when warranted, and recover difficult conversations.
• Pattern recognition: you notice when a problem is one-off vs. systemic and have a track record of fixing root causes, not just symptoms.
• Cross-functional collaboration: you partner cleanly with peers and adjacent teams; you flag risks early rather than at crisis point.
• Excellent communication: you tailor depth to audience - engineers, executives, end-users - and document for clarity.
• Ownership and reliability: you finish what you start, with consistent follow-through.
• Bachelor's Degree required.

Requirements

• This job is not eligible for employment sponsorship.
• To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc.
• Requests for exemptions from these requirements will be reviewed on a case-by-case basis.

Benefits

• The estimated total cash compensation range for this role is: $72,000 - $90,000 USD.