Senior Technical Support and Implementation Specialist B2B

Summary We're hiring a senior, customer-facing technical support professional to join our team on an ongoing basis. You'll work across pre-sales demos (alongside Sales), customer implementations, training, and escalation management for our data quality software products. This is not a passive ticket-answering role. You'll be actively involved in discovery calls, configuring solutions for real customer data, delivering training sessions, and building out internal documentation. If you're the kind of person who can switch between a live customer demo and a deep troubleshooting session without missing a beat, keep reading. What You'll Be Doing Pre-Sales Support (with Sales) Working alongside our Sales team on discovery calls and live demos. You'll translate customer business problems into technical approaches, prepare demo-ready examples, and confidently field technical questions about data sources, performance, deployment, and integrations. Implementations & Onboarding Leading or supporting customer implementations from kickoff to handoff. This includes configuring data connections, setting up matching and deduplication strategies (exact, fuzzy, rules-based), data standardization, and troubleshooting environment/connectivity/performance issues. You'll document everything clearly for both internal teams and customers. Training & Enablement Delivering remote training for admins and end users. Creating and maintaining quick-start guides, SOPs, and FAQ materials. Helping customers build repeatable processes so they become self-sufficient. Ongoing Support & Escalations Triaging tickets, performing root cause analysis, reproducing issues, and escalating product bugs with clear documentation. Maintaining an internal knowledge base of common issues and fixes. What We're Looking For Senior-level experience in technical support, implementation, or solutions engineering in a customer-facing capacity Solid understanding of data quality concepts (record matching, deduplication, entity resolution, data cleansing) SQL proficiency: comfortable writing queries for profiling, validation, and joins Able to work with datasets in various formats (CSV, Excel, database exports) and spot data hygiene issues Experience supporting software deployments, ideally in Windows environments with familiarity around networking and data connectivity troubleshooting Strong communicator who can explain technical concepts to both technical and non-technical audiences Organized, reliable, and able to juggle multiple customer threads without dropping balls Nice-to-Have Experience with ETL/integration patterns (APIs, scheduled jobs, data pipelines) Familiarity with CRM/ERP data and the common data quality problems that come with it (duplicates, inconsistent formats, missing identifiers) Scripting ability (PowerShell, Python) for automation tasks Background in data governance or privacy practices Engagement Details Ongoing, long-term role This is a full-time 40-hours a week role Mix of scheduled meetings (demos, training calls) and async work (support, implementation, documentation) What Success Looks Like Smooth, confident demos with Sales that reduce back-and-forth follow-ups Faster customer onboarding with clear documentation trails Training that actually sticks, reducing repeat support questions Issues resolved quickly or escalated with thorough reproduction steps and context To Apply (Please Read Carefully) We review every proposal by hand. To help us identify serious applicants, please follow these instructions exactly: Begin your proposal with the word "Matchpoint" so we know you read this entire post. In two to three sentences, describe a specific situation where you helped a customer resolve a complex data quality or data matching issue. What was the problem, what did you do, and what was the outcome? Name one data quality or deduplication tool (other than Excel) that you have hands-on experience with, and briefly describe how you used it. What is your SQL comfort level? Give a quick example of a query type you've written in a support or implementation context (e.g., duplicate detection query, data profiling, validation join). What is your availability in hours per week and your primary working time zone? Do NOT include a generic overview of your freelancing background or a list of all the technologies you've ever used. We will skip those proposals.