We are looking for a Customer Support Engineer to own customer-facing technical work end-to-end, including the cases that don't fit the playbook.

You will operate as an independent practitioner - managing customer interactions directly, navigating complex or nonstandard situations, and starting to identify the patterns worth fixing systemically.

You will:

• Own customer tickets and issues end-to-end with minimal oversight, including those that are complex, nonstandard, or escalated
• Lead customer interactions independently - set proper expectations, push back when appropriate, and maintain trust through difficult conversations
• Form a point of view in ambiguous situations and move forward with partial information; pull in senior support thoughtfully when warranted
• Translate technical complexity for both technical and non-technical customer audiences, fluidly adapting your communication to the audience
• Know when (and when not) to deviate from standard procedure to best serve the customer and the team
• Identify recurring issues and propose systemic fixes - process changes, documentation updates, product requests that demonstrate deep understanding of product behavior and customer needs
• Drive internal projects end-to-end to improve standard procedures, in addition to your customer work
• Develop fluency across all products in scope for Technical Solutions and serve as a resource for colleagues on Strategic Engagement, GTM, and TS
• Collaborate with cross-functional partners across Customer Success, Product, Engineering, Science, GTM, and Privacy Delivery - coordinating handoffs cleanly and driving alignment when stakeholders disagree
• Consistently meet or exceed SLAs and customer satisfaction targets, building trust-based relationships with the customers you serve

What you will bring to the table:

• 1-2 years of full-time experience in a customer-facing technical role, preferably in B2B SaaS context (e.g., customer support, technical implementations, or similar)
• Independent ownership: you can be trusted to drive issues end-to-end without constant direction, including the cases that don't fit a playbook
• Strong troubleshooting and problem-solving instincts: you investigate systematically, form hypotheses, and validate them. You are comfortable navigating logs, APIs, configuration files, and cross-system debugging
• Hypothesis-driven reasoning: when standard troubleshooting paths don't apply, you organize what you know, form a clear hypothesis about what's going on, prioritize what to test based on likelihood and impact, and adjust your approach as evidence comes in
• Direct customer communication: you can hold expectations, push back when warranted, and recover difficult conversations
• Pattern recognition: you notice when a problem is one-off vs. systemic and have a track record of fixing root causes, not just symptoms
• Cross-functional collaboration: you partner cleanly with peers and adjacent teams; you flag risks early rather than at crisis point
• Excellent communication: you tailor depth to audience - engineers, executives, end-users - and document for clarity
• Ownership and reliability: you finish what you start, with consistent follow-through
• Bachelor's Degree required

#LI-BC1

At Datavant our total rewards strategy powers a high-growth, high-performance, health technology company that rewards our employees for transforming health care through creating industry-defining data logistics products and services.

The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job.

The estimated total cash compensation range for this role is:

$72,000-$90,000 USD

To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.

This job is not eligible for employment sponsorship.