Customer Technical Support Specialist

Customer Technical Support Specialist

At RavenPack, we are at the forefront of developing the next generation of generative AI tools for the finance industry and beyond. With 20 years of experience as a leading big data analytics provider for financial services, we empower our clients—including some of the world's most successful hedge funds, banks, and asset managers—to enhance returns, reduce risk, and increase efficiency by integrating public information into their models and workflows. Building on this expertise, we are launching a new suite of GenAI and SaaS services, designed specifically for financial professionals. Join a Company that is Powering the Future of Finance with AI RavenPack has been recognized as the Best Alternative Data Provider by WatersTechnology and has been included in this year's Top 100 Next Unicorns by Viva Technology. RavenPack has launched Bigdata, our Gen-AI platform tailored for finance, which is already being recognized as the #1 platform for powering financial AI agents.

We are seeking a highly motivated Customer Technical Support Specialist with hands-on experience in supporting data and AI-powered platforms. The ideal candidate will have a strong background in Python, SQL, Snowflake, and Jupyter notebooks, along with exposure to large language models (LLMs). You will act as a trusted technical partner for our customers, troubleshooting complex issues, guiding best practices, and collaborating with internal teams to deliver high-quality solutions.

Key Responsibilities

• Provide tier 1/2 technical support for customers working with Python, SQL, Snowflake, and LLM-based solutions.
• Diagnose and resolve technical issues involving data pipelines, APIs, model integrations, and notebook environments.
• Collaborate closely with engineering, product, and data science teams to escalate and resolve complex issues.
• Write and maintain knowledge base articles, technical documentation, and troubleshooting guides.
• Assist customers in writing and optimizing Python scripts, SQL queries, and Jupyter workflows.
• Support deployment, integration, and troubleshooting of LLM and machine learning workflows.
• Provide actionable feedback to engineering and product teams on feature requests and recurring issues.

Required Qualifications

• Experience in technical support, solutions engineering, or a related customer-facing technical role.
• Strong proficiency with Python for scripting and troubleshooting.
• Hands-on experience with SQL (query design, debugging, performance optimization). Working knowledge of Snowflake (data modeling, query optimization, access control).
• Proficiency in Jupyter Notebooks for testing and analysis.
• Familiarity with LLMs (Large Language Models) and their integration in real-world workflows.
• Strong analytical and problem-solving skills with the ability to translate technical concepts for varied audiences.
• Excellent communication skills, both written and verbal.

Preferred Qualifications

• Experience supporting cloud platforms (AWS, Azure, or GCP).
• Understanding of APIs, REST/GraphQL, and integrating ML models into production systems.
• Background in data engineering or data science workflows.
• Exposure to DevOps practices or CI/CD pipelines.

Why Join Us?

• Work directly with cutting-edge technologies in AI and cloud data platforms.
• Collaborate with data scientists, ML engineers, and product teams.
• Contribute to shaping scalable and innovative support solutions without on-call requirements.

What's in it for You?

Growth Opportunity: Join a rapidly growing company with 180+ team members with offices in New York, Madrid, and Marbella, building AI that truly matters for business and finance.

International Culture: Be part of a diverse, global organization with a truly international culture.

Team of Superstars: Work alongside a talented team of professionals, including Silicon Valley executives and Wall Street veterans.

Work-Life Balance: Enjoy paid vacation, flexible time-off, and a flexible work policy.

Benefits: Access to healthcare insurance and a 401K plan.

Hybrid work arrangement

Equal Opportunity Employer: We value diversity and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.