Product Support Specialist
TimeXtender delivers secure, trusted, AI-ready data for every decision.
Our metadata-first platform enables mid-sized enterprises to build future-proof data infrastructure 10x faster than traditional methods. By automating the complex layers of data ingestion, preparation, and delivery, TimeXtender provides a secure foundation for analytics and AI across cloud, hybrid, or on-prem environments. We give data teams the agility they need and the governance compliance demands.
Role Summary
As a Product Support Specialist, you will be the go-to expert for our data platform, owning complex technical escalations end-to-end while keeping customers confident and informed. Partnering closely with Product, Engineering, and Customer Success as a senior technical resource, you will investigate and diagnose platform issues, handle second-line support and escalations, and provide clear, step-by-step guidance to help users get the most out of features. In this role, your curiosity, structure and communication skills will directly shape our product roadmap and elevate the overall customer experience.
This role is remote. Applicants must be based and have unrestricted right to work in the United Kingdom. Relocation and sponsorship are not currently available for this position.
Responsibilities:
- Serve as the primary escalation point for platform issues, conducting investigations and diagnosing problems.
- Provide step-by-step guidance to customers to resolve technical issues or navigate platform features.
- Respond to customer inquiries through multiple channels
- Collaborate with Product, Engineering and Customer Success to resolve complex issues, escalate bugs and advocate for user needs.
- Develop and update documentation, support materials and troubleshooting guides for both customers and internal teams.
- Analyse customer feedback, usage data and support metrics to identify patterns, needs and opportunities for product improvement.
- Help prioritise product issues based on impact and suggest solutions to improve the overall customer experience.
- Manage the ticketing process, ensuring escalations are documented and prioritised correctly
- Collaborate with Product Managers to influence prioritisation of bug fixes and platform improvements
- Maintain communication between teams to provide updates and analyses
What we're looking for
- 4+ years of experience as data engineer or analyst in a customer facing role (e.g. in support team or in consulting)
- Experienced with SQL and one or more of following technologies: Microsoft Fabric, Snowflake, ADLS and Azure DB
- Demonstrated experience managing technical escalations
- Highly organised and detail-oriented with a proactive mindset
- Naturally curious and systems-minded, with the ability to uncover root causes and improve processes
- Proven ability to translate complex technical concepts into actionable insights for stakeholders - great communicator
- Experience driving cross-functional collaboration and influencing prioritisation of improvements
- Comfortable working in a fast-paced environment with high expectations for ownership and follow-through
It would furthermore be a plus if you have experience with:
- Microsoft SQL Server and basic administration skills
- Orchestration tools like SSIS or ADF
- Reporting tools like PBI, Qlik and Tableau is a plus
- Working with various types of data sources: Rest APIs, OLEDB, ODBC, flat files
Why Join TimeXtender?
We are on a mission to automate the world's data infrastructure, making it AI-ready, secure, and accessible for everyone. At TimeXtender, you'll join a high-performance culture that values autonomy, curiosity, and tangible impact.
This is a rare opportunity to join a company with strong product-market fit and a clear vision for the future. We operate with low bureaucracy and high standards. If you are energized by challenge, excited by scale, and want to shape the trajectory of a growing global company, this is your place.