The Data Operations Customer Support Specialist provides technical support for enterprise data services within a highly regulated environment, diagnosing and resolving issues related to data access, quality, and availability. This role manages customer tickets end-to-end, coordinates with data engineering and platform teams on complex incidents, and communicates service disruptions and maintenance activities to stakeholders.
The specialist also develops and maintains knowledge base content, user documentation, and training materials to improve data usability and self-service adoption. This person monitors data service health, analyzes support metrics and customer feedback, and drives continuous improvement through proactive monitoring and participation in change management processes.
Key Responsibilities- Troubleshoot data access, ETL pipeline, and data quality issues across databases, data lakes, and analytics platforms.
- Manage incidents and tickets using ITSM tools, including prioritization, SLA adherence, and escalation coordination.
- Perform root cause analysis of complex data issues by correlating logs, queries, and system metrics to isolate faults.
- Develop and maintain knowledge base content, user guides, and service procedures for recurring data problems.
- Monitor and alert on data services using observability tools, interpreting performance metrics and detecting anomalies.
- Apply data governance and security practices, including access controls, auditing, and handling sensitive data in a regulated environment.
- Collaborate with data engineering and platform teams to resolve defects and improve system reliability and scalability.
- Support change management activities, including release readiness, impact communication, and post-implementation validation, while communicating service disruptions and training users on data access methods and best practices.
Required Qualifications- Bachelor's degree or equivalent relevant experience; typically 3-6 years of experience in data operations, technical support, or data platform environments.
- Active Secret security clearance and U.S. citizenship required.
- Demonstrated experience troubleshooting data access, quality, and availability issues in enterprise or federal IT environments.
- Experience with incident and ticket management using ITSM tools, including SLA management and escalation processes.
- Working knowledge of data governance, access controls, and auditing practices in regulated environments.
- Strong written and verbal communication skills for customer-facing support, documentation, and training delivery.
Preferred Qualifications- Experience with cloud data platforms such as AWS, Azure, or Google Cloud.
- Familiarity with SQL and data querying tools for troubleshooting and validation.
- ITIL Foundation or similar service management certification.
- Prior experience supporting data services in a federal or highly regulated client environment.
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
