COMPANY OVERVIEW
Domo's AI and Data Products Platform lets people channel AI and data into innovative uses that deliver a measurable impact. Anyone can use Domo to prepare, analyze, visualize, automate, and build data products that are amplified by AI.
POSITION SUMMARY
This role is required to be in office 5 days a week.
Our Global Technical Support Team is looking for a problem solver with executive presence and polish; a highly versatile, reliable, self-starting individual with deep technical troubleshooting skills and experience. This workflow specialist will manage triage of incoming customer tickets, assign cases appropriately, and oversee dashboards and data pipelines critical to these processes. This individual will play a key role in tracking and improving key metrics related to these tasks, and championing process automation and streamlining efforts.
KEY RESPONSIBILITIES
- Drive initiatives related to operational efficiency;
- Triage and prioritize incoming customer tickets effectively and assign cases to relevant teams or individuals;
- Identify patterns of widespread impact, able and ready to execute SOPs for urgent handling and escalation;
- Maintain and manage dashboards that monitor ticket statuses, team performance, and other key metrics;
- Develop, monitor, track, analyze, and optimize data pipelines that support ticket management, reporting workflows, and team KPIs;
- Identify bottlenecks and inefficiencies, driving continuous improvement initiatives;
- Automate repetitive tasks and processes to improve overall operational efficiency;
- Collaborate across a wide array of internal teams and individuals to drive team, department, and company initiatives;
- Maintain high standards of trustworthiness, discipline, ownership, department reputation and branding;
- Assist to provide coverage for Level 1 Technical Support as-needed, including a monthly on-call rotation and urgent daily needs.
JOB REQUIREMENTS
- Associate’s degree in a technical field (computer science, mathematics, statistics, analytics, etc.) or 3+ years related experience in a relevant field;
- Proven experience in workflow management, ticket triage, or operations support roles;
- Strong analytical skills and experience working with dashboards and data pipelines;
- Familiarity with automation tools and scripting to streamline processes;
- Ability to work independently with a self-starting mindset;
- Highly organized and clear communicator;
- Demonstrated commitment to continuous improvement and process optimization.
REQUIRED SKILLS
- Recent experience using customer support platforms for software application support/SaaS;
- Business Intelligence and Data Transformation (e.g. SQL, Python, Domo or other data visualization and transform tools);
- Project Management and Workflow Tools (e.g. Microsoft Project, Zapier, Trello, Asana, or ServiceNow);
- ChatGPT/LLM Jedi Master – AI is at the core of our mission and requirements of this position.
ADDITIONAL DESIRED SKILLS
- APIs - REST/SOAP, endpoints, uses, authentication, methods, Postman;
- Programming languages - Python, JavaScript, Java, etc;
- Relational databases - MySQL, PostgreSQL, MSSQL, Oracle, ODBC, OLE DB, JDBC;
- Statistical computing - R, Jupyter;
- JSON/XML – Reading, parsing, XPath, etc;
- SSO/IDP – OpenID Connect, SAML, Okta, Azure AD, Ping Identity;
- Snowflake Data Cloud / ETL.
LOCATION: American Fork, UT
BENEFITS: https://www.domo.com/company/careers/culture
Domo is an equal opportunity employer.
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What We Do
Domo is the Business Cloud®, empowering organizations of all sizes with BI leverage at cloud scale in record time. With Domo, BI-critical processes that took weeks, months or more can now be done on the fly, in minutes or seconds, at unbelievable scale, helping teams and organizations go big, go fast and go bold®.
