Business Intelligence Consultant

About the job

A strong customer support team is a major reason why companies choose Heap as the source of truth for all their customer data and why Heap customers love it so much! We're looking to hire experienced Solution Engineers (SE) to help our customers understand our product and make the most of their data. Customers use Heap to make critical business decisions, and you'll be on the front line, helping them by answering their emails, debugging complex technical issues, and devising strategies to help them get the most out of the product. You'll work closely with Heap's Customer Success Managers, Sales, and Product to advocate for the customers.

In this role, you will work on

Client Management

Form close relationships with Heap customers, who will consider you part of their team.

Advocate for the best customer experience. Internally, you'll serve as the voice of our customers when defining product requirements with engineers or helping marketers educate the world about analytics.

Product Expertise within SaaS domain

Become more knowledgeable about analytics infrastructure than anyone else. You will have complete context on the product and become an expert in the larger analytics space.

Communicate technical concepts clearly. You will convey sound data principles to a wide range of audiences: product managers, marketers, data scientists, engineers, and C-level executives.

Process Excellence

Constantly iterate on various processes. You'll work cross-functionally and work on special projects internally to help Heap scale as fast as possible.

Your first 30/60/90 Day Plan

Within 30 days, you will:

Answer hundreds of customer questions

Triage and prioritize bugs and feature requests

Act as internal support for our sales, marketing, and engineering teams

Within 60 days, you will:

Understand Heap's backend infrastructure

Use advanced technical tools to debug complex issues

Advise customers on the optimal way to install and implement the product for their use-case

Understand and aggregate customer use cases to help our Product and Engineering teams design critical product improvements

Within 90 days, you will:

Know Heap like the back of your hand

Come up with clever workarounds to push Heap to the limits

Help customers with every question, whether it is joining data in Heap SQL or analyzing data within the UI

Use SQL to query our systems and debug any complex issue thrown your way Be able to point to the code line causing bugs and write your own scripts to make the support team more efficient

What we're looking for:

1-3 years of demonstrated expertise in technical support or a related role, preferably within a dynamic SaaS organization.

At least 1.5 years of hands-on experience with HTML, CSS, JS, SQL, and working with various APIs within a professional capacity

Stellar written communication skills

A passion for helping people

(Bonus) Knowledge of the analytics market and data infrastructure

(Bonus) Experience with Zendesk, Postgres, Kibana, Datadog, AWS Athena