Customer Success Service Support (Data Product Direction)

Job Overview

We are seeking two experienced technical support experts in the data product field for the privatization project in Riyadh, Saudi Arabia. You will serve as the data core of the customer success team, residing at the customer site, providing first-line technical support, implementation guidance, and problem resolution for the customer regarding the data product suite (including but not limited to CDP, GMP, Finder + AB Tester, DataWind). Your goal is to

help customers solve various problems encountered in data access, processing, analysis, and application, ensuring that the value of the data product is fully utilized in the customer's business.

Core responsibilities

• First-line support for data products: As the primary contact person for customers regarding data products on-site, responsible for responding to and resolving technical issues that customers encounter when using products such as CDP, GMP, Finder+AB, DataWind, etc.
• Problem diagnosis and troubleshooting: Thoroughly investigate data-related issues, including inaccurate data collection, abnormal data processing procedures, doubts about report indicators, logical errors in tag selection, problems with AB experiment configuration, etc.
• Implementation and application guidance: Assist and guide customers in configuring and integrating data products, such as designing tracking schemes, data access, building tag systems, creating marketing activities, and setting up analysis dashboards, etc.
• Cross-team collaboration: Clearly document and communicate customer issues, collaborate efficiently with backend R&D teams and data development teams to identify and resolve the root causes of complex data problems.
• Customer empowerment and value delivery: Through daily communication and case sharing, help customers better understand and use data products, extract data value, and enhance their data application level.

Qualifications for the position

• Experience Requirements: Possess at least 2 years of experience in technical support, implementation, or data analysis related to data products (such as CDP, BI, user behavior analysis, A/B testing platforms, marketing automation tools, etc.).
• Technical Skills:

◦ Proficient in SQL, capable of writing complex queries for data analysis and troubleshooting.

◦ Familiar with the basic concepts of data warehouses and data ETL, and understand at least one big data processing technology (such as Hive, Spark, ClickHouse, etc.).

◦ Have in-depth understanding of at least one area such as user behavior analysis, customer data management, A/B experiments, and automated marketing.

◦ Have knowledge or experience using DataFinder, DataWind, CDP, GMP, DataTester (A/B) or similar competitors (such as Sensation, GrowingIO, Tableau, Adobe Analytics, Salesforce Marketing Cloud, etc.) preferentially.

• Communication Skills: Excellent communication skills, able to have effective conversations with customers' technical and business personnel, and clearly explain data logic and technical solutions.
• Analytical Skills: Strong logical analysis and problem-solving skills, capable of identifying the essence of data problems from complex phenomena.

Language and Communication

• Chinese: Proficient in the native language, serving as the primary language for internal team collaboration.
• English: Fluent in both spoken and written communication, capable of reading English technical documents, writing English issue reports, and communicating with international teams.
• Arabic: Those with basic conversational skills will be given extra points.

Work Location and Method

• Work Location: Riyadh, Saudi Arabia.
• Work Method: On-site at the client's location, closely collaborating with the client's data team, business team, and IT department.
• On-duty and Emergency Response: Able to accept 7x24-hour on-duty and standby arrangements, promptly responding to the client's urgent needs and driving the problem to a closed-loop solution.

Bonus points:

• Have experience in supporting or implementing data products from public cloud vendors (such as Alibaba Cloud, Tencent Cloud, AWS, etc.).
• Have experience in designing and implementing data tagging solutions.
• Be familiar with the digitalization and data application status in the Middle East market.
• Have experience in delivering overseas projects or providing on-site support.
• Be willing to accept a 7x24-hour duty and standby arrangement, and promptly respond to customers' urgent needs and drive problem resolution to a closed loop.

Work Location: In person