Customer Support Specialist

About Us

Duco is on a mission to reduce the time spent on data-related work by 90%. Our enterprise data automation platform empowers teams to work more efficiently and meaningfully by giving them the ability to automate data controls with the latest technology, such as no-code, the cloud, and AI.

We help firms to start trusting their data, by giving them one intuitive platform to automate the front-to-back processing of all kinds of data (from structured Excels and RTFs to unstructured PDFs and emails). This eliminates the boring manual work across the data lifecycle and enables firms to act faster, work smarter, save money, reduce risk and comply with regulatory requirements.

We're headquartered in London and have offices in New York, Boston, Wroclaw, Singapore, and Antwerp. We're proud to call some of the largest global financial institutions our clients, including over 15 of the world's largest international banks, as well as brokers, exchanges, asset managers, hedge funds, administrators, service providers and corporates.

The Role

At Duco, the Customer Support Team helps our customers solve the most complex technical issues they encounter, from implementation onwards. You'll be a client-facing technician, working directly with many of the most significant institutions in the financial services industry, including banks and investment houses.

This role is central to almost every other team in the company. You'll be working directly with Engineering, including Software Developers and Platform Infrastructure Engineers, as well as the Product Team and commercial teams including Customer Success, Sales, and Professional Services.

This is a remote role that requires you to live and work within the state of Colorado. We are unable to progress your application if you live outside of this state.

Primary Responsibilities:

• Registering, prioritising, and documenting all tickets reported to the Support team using the relevant tools following the incident management procedure
• Investigating and conducting root cause analysis into reported issues using a variety of tools. Providing technical support to our clients
• Communicating and coordinating issues affecting customers internally and directly with end-users. Managing customer escalations, and expectations and communicating with various stakeholders
• Understanding customer needs including relevant features and configuration requests
• Conducting calls with customers to help them and manage the case until it's fully resolved
• Participating in knowledge sharing among colleagues
• Translating business needs into technical language (and sometimes back again!)
• Weekend on-call may be required on a rotational basis.
  
  

We are looking for someone with:

• 2+ years of experience in customer support with technical products, preferably in SaaS products
• Practical experience querying SQL Databases
• Familiarity with JIRA and Confluence
• Experience working directly with external customers via email, phone, or video
• Superb communication and interpersonal skills, including the ability to provide informative updates to customers and global internal stakeholders
• Willingness to take ownership of issues, including problem-solving and diving deep into the technical detail
• Self-sufficient in researching Support tickets through various methods including technical documentation
• Ability to manage a busy workload and balance multiple priorities
• A positive, flexible solutions and ideas-focused approach
• Willingness to support US public holidays on a rotational basis or provide on-call coverage during out-of-shift hours or weekends
  
  

Nice to Haves:

• Networking, troubleshooting, and API knowledge is a plus
• Experience with GitHub, and Kibana is a plus
• Some practical experience in programming languages (Python, Ruby, JS) and any of the BI Tools (eg. Postman, Tableau, PowerBI, QuickView) is a huge plus
  
  

Benefits:

• An annual base salary between $60,000 - $80,000 per year based on experience and qualifications
• Success Share or Commission bonus payments
• Healthcare insurance or Flexible Spending Accounts (FSA)
• 401(k) Retirement Plan
• Unlimited annual holiday, because we trust our people to manage their own time off
• Enhanced family leave
• Employee Assistance Programme
• Commuter benefit
• 4 Volunteering days off
• Flexible working policy including work from home opportunities
• Home working allowance
• Opportunity to work abroad for up to 6 weeks per year
• Personal learning and development opportunities
• Referral bonus if we hire someone great who you've recommended to us
• Spot Rewards
• Employee of the Month and Employee of the Year awards
• Pressure-off Fridays (no meetings)
  
  

Want to do a little more research before you apply?

Head over to our Glassdoor page to learn about our benefits, culture and to find out what our team thinks about life at Duco. You can also find out more about us on LinkedIn

Disclaimer

Because we are committed to inclusivity, we strive to provide equitable opportunities for everyone. If you require accommodation during the recruitment process, please let us know at [email protected]. Include your contact information, the role you're applying for, and how we can accommodate you.

During the interview process and after hire, Duco does not discriminate on the basis of race, colour, gender or gender expression, sexual orientation, marital or pregnancy status, national origin, age, disability, religion or creed, socioeconomic background or status, size, or any other protected characteristic.