Virtasant is looking for a skilled Support Specialist who can help customers solve problems quickly and clearly. In this role, you’ll work with users, operations, and engineering teams to fix issues, analyze data, and improve support processes. If you enjoy technical work, communication, and helping customers in a fast-moving remote environment, this role is a great fit.
Job Type: Full-Time
Firm: Virtasant
Location: Remote
Work Schedule: Remote, PT hours (8 AM – 5 PM)
Language: English
About the Role
Virtasant is looking for an experienced Support Specialist to join its global team. In this role, you will make sure customers receive excellent technical and product support. You will work closely with users, operations, and engineering teams to solve issues, find patterns, and improve how the support organization delivers value.
This is a hands-on, technical role that requires strong Python and SQL skills for troubleshooting, automation, and data analysis. It is ideal for someone who enjoys fast-moving and distributed work environments.
Key Responsibilities
Customer and Issue Management
- Triage and prioritize incoming customer issues.
- Make sure each issue is properly categorized and routed.
- Provide quick, clear, and empathetic responses to customers.
- Serve as the Level 2 (L2) escalation point for complex issues.
Technical Problem-Solving
- Use Python to automate tasks, analyze logs, and improve support processes.
- Use SQL to query internal systems, check data accuracy, and support root-cause analysis.
- Work with product and engineering teams to turn repeated problems into technical improvements.
Knowledge & Documentation
- Create and maintain both internal and external documentation.
- Record lessons from incidents to build stronger team knowledge and prevent repeated issues.
Continuous Improvement
- Suggest process changes that help the team work better and improve customer experience.
- Share feedback with product teams based on customer pain points.
- Track and report key support metrics, highlighting trends and improvement opportunities.
What Great Performance Looks Like
- Fast issue resolution with high customer satisfaction.
- Automation of repetitive tasks to reduce the number of support tickets.
- Strong, trusted communication with product and engineering teams.
- Clear, accurate documentation that the team can depend on.
Why Virtasant
- Global Expertise & Remote Flexibility: Work from anywhere with a world-class team.
- Cutting-Edge Data Projects: Build pipelines and reporting tools for global enterprises.
- Career Growth & Technical Leadership: Help drive innovation in data engineering and analytics.
- High Autonomy, High Impact: Own projects and deliver measurable results.
- Innovative, Mission-Driven Culture: We value excellence, creativity, and meaningful impact.
Nice to Have
- Experience creating or managing JIRA workflows
- Knowledge of provisioning tools such as Terraform or CloudFormation.
- Experience working in fully remote or distributed teams.
Requirements
- 4+ years of experience in customer or technical support roles.
- Strong Python skills for automation, scripting, and log analysis.
- Strong SQL skills for queries, debugging, and reporting.
- Experience using ticketing systems (JIRA preferred).
- Excellent written and verbal communication.
- Strong analytical and problem-solving skills.
- Experience creating or maintaining documentation.
- Self-motivated and effective in remote work environments.
If you are looking for a role where you can grow, contribute new ideas, and support global teams, this position offers a strong opportunity to do meaningful and impactful work.