Technical Customer Support Lead
Octus
Salary undisclosed
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Description
Octus
Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets.
For more information, visit: https://octus.com/
Working at Octus
Octus hires growth-minded innovators and trailblazers across the globe to drive our business and culture. Our core values – Action Oriented, Customer First Mindset, Effective Team Players, and Driven to Excel – define an organizational ethos that’s as high-performing as it is human. Among other perks, Octus employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, and much more.
Role
When a client wires Octus data into their stack, you're the person they reach out to.
You'll sit at the point where our data meets a client's architecture, and you'll be the frontline support expert who works out why a feed stalled, why a field looks off or why an integration isn't behaving the way the documentation promised. Some days that means walking a portfolio manager through an authentication error. Other days it means tracing a schema mismatch with our engineering team before the client has noticed anything is wrong.
This is a customer support role for someone who genuinely wants to understand how things work. You won't be reading from a script. You'll be reading logs, asking sharper questions than the ticket did, and turning a client's vague "the data looks wrong" into a precise, reproducible problem our internal teams can fix.
Responsibilities:
- Serve as the first technical point of contact for clients using our Direct Data products.
- Assist with frontline diagnosis and issue resolution across the delivery stack: API, MCP, Snowflake and Databricks shares, data quality questions, schema changes and delivery delays.
- Reproduce problems independently before escalating, so engineering receives a clear case and not a forwarded complaint.
- Own each issue and client communication end to end. Set expectations, keep clients informed and confirm the fix landed.
- Partner with engineering, product and client success to prioritize recurring problems and push permanent fixes upstream.
- Contribute to the reference material that scales the team: troubleshooting runbooks, integration guides, FAQs and internal documentation.
- Support new client onboarding, helping technical teams get connected and productive quickly.
- Spot patterns across tickets and bring them to product as evidence, not anecdote.
Requirements:
- Deep curiosity. You're not satisfied by a workaround. You want to know the root cause, and you'll dig until you find it.
- Self-driven, and a team player. You take ownership without waiting to be assigned, and you make the people around you faster.
- Strong technical aptitude. You're comfortable reading documentation, logs and structured data, and you learn new tools quickly.
- Clear communication. You can explain a technical problem to an engineer and to a credit analyst in the same afternoon, and both walk away clear on what happens next.
- Composure with clients. You stay calm and credible when someone's workflow is blocked and the market isn't waiting.
- Structured problem solving. You work methodically through ambiguity instead of guessing.
Equal Employment Opportunity
Octus is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to create an inclusive and diverse work environment where all individuals are valued, respected, and treated fairly. We believe that diversity enriches our workplace and enhances our ability to innovate and succeed.
Benefits
- 401(k)
- paid time off
- parental leave
About this role
Octus provides credit intelligence and data to financial professionals globally, and this role puts you at the technical intersection between their platform and clients' systems. When a client's data feed breaks or behaves unexpectedly, you're the first expert they contact—diagnosing issues across APIs, cloud data warehouses, and integration layers, then either resolving them directly or handing engineering a clear, reproducible problem rather than a vague complaint. You'll own each ticket end to end, managing client expectations and confirming fixes land, while also spotting patterns across issues to feed back to product and engineering teams.
This suits someone with genuine technical curiosity who wants to understand root causes rather than apply quick fixes. You'll need comfort reading logs and documentation, the ability to learn new tools fast, and strong communication skills—you might explain the same issue to both an engineer and a portfolio manager in a single day. The role demands self-direction and composure when clients are blocked and markets are moving, plus the structured thinking to work methodically through ambiguous problems. You'll also contribute to scaling the team by building troubleshooting guides and onboarding materials, and help new clients get their technical teams productive quickly.
Octus offers competitive health benefits, matched retirement plans, PTO, parental leave, gym subsidies, and educational reimbursement. The position is full-time and in-office in Pakistan.
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Technical Customer Support Lead postings in your area, and analyze any offer before you accept it.
The path into this work
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