The Senior Data Operations Customer Support Specialist provides frontline and escalated technical support for data access, quality, and availability in a mission-critical federal data environment. This role diagnoses complex data-related problems, coordinates with data engineering teams, and manages customer tickets through resolution while adhering to strict data security and handling policies. The specialist builds and maintains knowledge base content, trains end users on data platform utilization, and drives continuous improvement by identifying patterns in support requests and implementing proactive monitoring. Responsibilities include: responding to and resolving tickets related to data services; logging, triaging, and escalating incidents using ITSM platforms such as ServiceNow, Zendesk, or Jira Service Management; developing and maintaining knowledge base articles and training end users; monitoring data service health and reporting on support metrics and customer satisfaction; participating in change management processes for data services; querying, validating, and troubleshooting structured data issues across enterprise data platforms using SQL; establishing support procedures and escalation paths; and staying updated on the data platform roadmap to support new features in a highly regulated environment. Required qualifications include a Bachelor's degree or equivalent experience, 5–8 years in data operations or technical support, proficiency with ITSM platforms, working knowledge of SQL, understanding of data security policies, and eligibility for U.S. citizenship

The Senior Data Operations Customer Support Specialist provides frontline and escalated technical support for data access, quality, and availability in a mission-critical federal data environment. This role diagnoses complex data-related problems, coordinates with data engineering teams, and manages customer tickets through resolution while adhering to strict data security and handling policies. The specialist builds and maintains knowledge base content, trains end users on data platform utilization, and drives continuous improvement by identifying patterns in support requests and implementing proactive monitoring. Responsibilities include: responding to and resolving tickets related to data services; logging, triaging, and escalating incidents using ITSM platforms such as ServiceNow, Zendesk, or Jira Service Management; developing and maintaining knowledge base articles and training end users; monitoring data service health and reporting on support metrics and customer satisfaction; participating in change management processes for data services; querying, validating, and troubleshooting structured data issues across enterprise data platforms using SQL; establishing support procedures and escalation paths; and staying updated on the data platform roadmap to support new features in a highly regulated environment. Required qualifications include a Bachelor's degree or equivalent experience, 5–8 years in data operations or technical support, proficiency with ITSM platforms, working knowledge of SQL, understanding of data security policies, and eligibility for U.S. citizenship