Role Summary
The Associate Technical Support Engineer will be located in Dublin or London to support early US hours. In this role you will provide early-day technical support for Consumer Edge’s EMEA and US-based clients, focusing on access management, clear communication, and consistent execution of established processes. Once ramped, you will work independently during morning hours (approximately 9:00 am to 2:00 pm Ireland time), handling routine support requests and escalating more complex issues through defined runbooks and escalation paths.
Note: This role is based in either London or Dublin; we're seeking candidates who are based there and can work remotely.
About Technical Support at CE
Technical Support is part of Consumer Edge’s Global Account Management organization, a fast-growing team that helps leading investors and corporations use CE’s data more effectively in their decision-making. The group focuses on operational excellence, accurate access control, and responsive communication so clients can rely on CE’s data and pipelines with confidence. Technical Support partners closely with Account Management and other client-facing teams to reduce operational risk, improve documentation and self-service, and deliver a consistently strong customer experience.
What You’ll Do
- Provide early-day coverage by triaging and responding to inbound support tickets during EU–US overlap hours.
- Execute documented runbooks and checklists for onboarding and offboarding, including enabling and disabling access to AWS S3, Snowflake, and related systems.
- Safely handle client access and permission requests within defined policies and security guidelines.
- Send onboarding emails, share documentation, and help maintain customer-facing distribution lists and groups.
- Investigate and resolve routine technical questions and issues using email, ticketing systems, and video calls, escalating when work falls outside runbooks or feels risky or ambiguous.
- Communicate clearly, calmly, and conservatively with clients, setting accurate expectations and avoiding over-commitment.
- Document common issues and solutions and contribute to help articles, FAQs, and internal runbooks to strengthen self-service and reduce repeated questions.
- Assist with internal and client-facing projects and initiatives that improve processes, reduce operational risk, and enhance the overall customer experience.
- Learn and deepen practical skills in AWS, Google Cloud, SQL, Python, and Linux command-line tools as part of your daily work.
What You’ll Have
- Bachelor’s degree in a relevant field or equivalent practical experience.
- At least 2 years of experience in technical support, customer support, IT support, or another technical client-facing role.
- Foundational knowledge of SQL, Python, AWS or GCP, Linux command-line, and Excel, with a desire to deepen these skills through hands-on work.
- Ability to follow detailed instructions and runbooks precisely, with strong respect for process, security, and policy.
- Clear written and verbal communication skills, including the ability to simplify technical concepts for non-technical stakeholders.
- Calm, methodical execution and sound judgment about when to escalate issues that are novel, high-risk, or outside documented paths.
- Dedicated and resourceful problem-solving approach, including comfort using AI and other tools responsibly to increase productivity.
- Strong organization and multitasking abilities, with comfort in a fast-paced, asynchronous, and constantly evolving environment.
- A proactive attitude, positive approach to challenges, and interest in Data as a Service (DaaS), data engineering, and client-facing work.
- Based in Dublin, Ireland or London, with existing right to work in the EU or UK, and able to reliably work early-day hours in the Ireland/UK time zone; relocation support is not provided for this role.
Benefits and Perks
- Remote work flexibility and support for asynchronous collaboration.
- Retirement plan with employer contribution, aligned to local market standards.
- Flexible vacation and sick time policies.
- Paid family leave.
- An impactful product and powerful data that impresses clients and supports sophisticated use cases.
- A collaborative team environment with colleagues who share a focus on quality, customer impact, and continuous improvement.
- Clear opportunities for career growth as the Global Account Management and Technical Support functions continue to scale.
Benefits & perks
We are a remote-first company with a distributed environment and flexible working arrangements. We believe that distributed workers should be first-class citizens.
Compensation
The annual base salary for this role is between €70,000 - €77,000 (Dublin) and £61,000 - £67,000 (London) based on experience, with the opportunity for a 5% variable bonus, company equity, flexible and generous time off, work-from-home flexibility, and subsidized health benefits.
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Company Overview
Consumer Edge is a data-driven insights company targeting the global consumer. We provide key stakeholders across the investment (public and private) and corporate (mostly direct-to-consumer) landscapes with best-in-class data products and tools to enable enhanced strategic decision making. Via our data feeds, templates, and visualization tools, we deliver an unparalleled view into consumer spending behavior by fusing numerous privacy compliant data types across geographies. This allows for actionable insights driven by our near real-time market intelligence and benchmarking capabilities at the merchant level. Consumer Edge is based in NYC with entities in the UK, Ireland, and Germany.
