Customer Support Engineer

Customer Support Engineer at Datavant

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.

You will:

• 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

What you will bring to the table:

• 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