Operations Support Analyst || Location: 100% Remote

Location: 100% Remote

NOTE: They want to see candidates who understand Python / PySpark / Java / SQL / R or a similar coding language . This role is not hands on coding, but they need applicants who understand software language

• This role will handle some low-level triaging/support tickets but will not be working solely on Software Support Issues. The role will "help out" with some support needs but will also be in charge of updating/maintaining materials as Foundry evolves.
• This role is essentially providing L1 Software Support, but will also help with some operations needs (updating training materials, assisting with improving tooling and infrastructure).

The Role

Client's Customer Success team helps our customers build on Client's Foundry & AIP Platforms to drive the workflows that power their most important business outcomes. Foundry Enablement Operators are operational powerhouses who drive the engine of the Customer Success team. They excel at juggling multiple priorities, attention to detail, and continuously improving how we deliver customer success at scale.

Job Responsibilities

• Handle customer inquiries through our ticketing system to maximize the outcomes of our deployed products and workflows across all commercial customers from small-scale start-ups to large enterprises.
• Collaborate with product engineers, implementation teams and other enablement engineers to root cause and fix problems.
• Identify and resolve technical issues by reproducing client-reported problems and employing a systematic approach to troubleshooting
• Develop a deep understanding of Foundry applications
• Keep Foundry training materials updated with latest product changes.
• Operate and build tooling and infrastructure to scale customer enablement.

ESSENTIAL SKILLS

• Strong operational skills: Proven ability to manage high-volume workflows with attention to detail and systematic prioritization
• Enablement mindset: Genuine passion for driving and improving customer support operations and maintaining training materials.
• Learning & Growth: Ability and willingness to quickly familiarize oneself with Palantir Foundry & AIP and project-specific workflows.
• Independence: Ability to work independently, making decisions with minimal supervision.
• Communication: Excellent English writing and communication skills, with the ability to engage with both technical and non-technical users on complex, sensitive topics.
• Adaptive: Comfort in navigating a fast-paced environment with dynamic objectives and user iteration.

WHAT WE VALUE

• Experience providing customer support, including troubleshooting and debugging issues, preferably on complex, technical software platforms.
• Experience working with analytical software platforms, using large-scale data to solve valuable business problems, in any industry or subject area.
• Track record of improving support processes and scaling operations
• Proficiency with SQL, Pyspark, Java, TypeScript/JavaScript, or similar
• Background in Computer Science, Engineering, Information Systems, or other technical field.

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