Engineering Support & Customer Success Analyst (Remote, MUST be in USA)

Position:  Engineering Support & Customer Success Analyst

Location:  100% Remote – Mainland-USA  based candidates  ONLY (working EST)

Length:  3+ months contract to hire

Target Pay Range:  $25.00 / Hourly / W2 

Work Auth: (GC, or US Cit.) - (Must be eligible to work without requiring sponsorship now or in the future)

Benefits:  This position is eligible for medical, dental, vision, and 401(k). 

About the Role

A fast‑growing, AI‑first supply chain risk intelligence company is seeking an Engineering Support Contractor to work closely with Customer Success, Sales, Product, and Technology teams. This role focuses on technical support, data quality troubleshooting, and customer‑facing technical requests, with collaboration across internal teams and an offshore data operations group.

This is a backfill role and is exclusive to Addison Group.

Team Structure

• Works directly with Customer Success, Sales, Product, and Technology

• Offshore team supports data operations

• Fast‑paced, collaborative startup environment

Top Skills Required

1. Strong SQL and Excel skills
2. • Pivot Tables and VLOOKUPs are required
3. • Significant production prep work is completed in Excel
4. Knowledge or experience with APIs
5. • Must understand what APIs are and how they are used
6. SSO and MFA configuration and troubleshooting
7. • Prior knowledge / experience preferred, willingness to learn required

Job Responsibilities

• Promptly complete customer requests and follow up to ensure satisfaction

• Maintain accurate and complete ticket documentation including steps taken, customer communication, and escalations

• Resolve data quality issues, scoring discrepancies, and technical bugs using front‑end and back‑end tooling

• Support Sales and Customer Success teams with data and reporting needs for product demos

• Perform qualitative data analysis on work completed by an offshore service provider

• Pull custom reports from Auth0 and Snowflake

• Complete technical requests such as SSO and MFA setup, working closely with customers

• Troubleshoot SSO issues and join customer calls as needed

• Provide premium, top‑tier customer service

• Collaborate cross‑functionally with Customer Success, Sales, Product, and Technology teams

What You Bring

• Educational background in Computer Science or a data‑heavy field

• Proficiency in Microsoft Excel

• Experience using SQL, ideally Snowflake

• Experience working with APIs

• Strong analytical and problem‑solving skills

• High attention to detail

• Ability to manage priorities and meet deadlines in a fast‑paced environment

• Ability to follow structured workflows and instructions accurately

• Strong adaptability under pressure

• Curious, humble, and growth‑oriented mindset

Bonus Points For

• Bachelor’s degree or equivalent experience

• Experience working in a startup environment

• Experience with Retool

• Experience with Tableau

• Experience with Looker

• Experience working within an agile framework

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.