Senior Data Operations Customer Support Specialist

ASM Research

On-sitePosted July 28, 2026

About the role

Senior Data Operations Customer Support Specialist based in Fairfax County, Virginia, United States. This on-site role provides frontline and escalated technical support for data access, quality, and availability within a regulated federal environment. The specialist 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 role also involves building and maintaining knowledge base content, training end users on data platform utilization, and driving continuous improvement by identifying patterns in support requests and implementing proactive monitoring.

Senior Data Operations Customer Support Specialist

ASM Research

On-sitePosted July 28, 2026

About the role

Senior Data Operations Customer Support Specialist based in Fairfax County, Virginia, United States. This on-site role provides frontline and escalated technical support for data access, quality, and availability within a regulated federal environment. The specialist 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 role also involves building and maintaining knowledge base content, training end users on data platform utilization, and driving continuous improvement by identifying patterns in support requests and implementing proactive monitoring.

Responsibilities

Respond to and resolve customer tickets related to data services by diagnosing access, quality, and availability issues and coordinating with data engineering and technical teams for resolution.
Log, triage, and escalate data service incidents within defined SLAs using ITSM platforms such as ServiceNow, Zendesk, or Jira Service Management.
Develop and maintain knowledge base articles and support documentation; train end users on data platform utilization and self-service tools.
Monitor data service health and performance, track support metrics and customer satisfaction, and identify patterns to drive proactive process improvements.
Participate in change management processes for data services, informing users of planned maintenance and disruptions in coordination with data engineering teams.
Query, validate, and troubleshoot structured data issues across ente

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