Nexla, briefly
Nexla is the data connectivity layer for enterprise AI. Over 1,000 bidirectional connectors give agents real-time access to data and actions over MCP. Nexla's Agentic Data Integration handles high-volume streaming ETL, CDC, and Document ETL. At the core of the platform is Helix, a context engine that continuously learns from metadata, schemas, telemetry, and documentation to give agents accurate context and keep pipelines reliable. Nexla processes over a trillion records a month for enterprises including DoorDash, LiveRamp, LinkedIn, and J&J. Honorable Mention in the Gartner Magic Quadrant™ for Data Integration Tools, and top-rated by customers on Gartner Peer Insights four years running.
Role
You would be the technical bridge between our customers and our engineering teams. When a customer’s pipeline breaks, or our Ops team spots something before the customer does, you take it: dig through logs and connectors, find the actual cause, and see it through to a fix. This is not ticket triage. You own the resolution, including the engineering conversations it takes to get there. Python, SQL, and REST APIs are the tools you reach for daily.
What you’ll own
Investigate and resolve
Perform deep technical investigations and solve complex issues reported by customers or proactively identified by the L1 team.
Take end-to-end ownership of customer cases - initial troubleshooting, root cause identification, and resolution.
Investigate incidents using the Nexla environment, connectors, logs, and other troubleshooting tools.
Drive root cause analysis in close partnership with multiple Engineering teams.
Support customers
Provide troubleshooting support via email, support tickets, Slack, virtual meetings, and other channels.
Help customers around the clock, working in shifts in a 24x7 environment.
Provide support during major product releases.
Share knowledge and keep teams informed
Document known and newly identified solutions in our knowledge base and share them across the team.
Use sound judgment and clear communication to compose timely Global Alerts and issue-visibility updates for field teams such as Sales and Customer Success.
Skills required
Experience - 3+ years of relevant work in technical solutioning or related fields
Customer advocacy - Strong dedication to customer satisfaction and advocacy
Communication - Excellent written and verbal communication in English
Problem-solving - Highly developed, process-oriented troubleshooting and issue resolution
Teamwork - Commitment to a positive, ego-free workplace culture
Adaptability - Thrives in a fast-paced, highly collaborative, global environment
Analytical skills - Excellent analytical ability with strong attention to detail
Technical proficiency
Code & debugging - Basic ability to read Python; experience analyzing Python/Java application errors and exceptions.
Scripting - Quickly writes Python or shell scripts to assist debugging or set up alerts.
Databases - Intermediate to advanced experience with SQL, Oracle, Postgres, MySQL, and MS SQL Server.
APIs & auth - Extensive, solid understanding of REST APIs and authentication mechanisms (OAuth2, SSO, token-based).
Data formats - Good knowledge of data operations with CSV, XML, JSON, and Parquet.
Version control - Proficient with Git.
Operating systems - Experience with Windows and UNIX/Linux.
Nice to have - Familiarity with Apache Airflow and Kafka.
AI fluency - Strong proficiency working with LLMs - Claude is our primary AI assistant. Hands-on expertise with Claude Code, MCP, and AI agents.
You’ll thrive here if
You're curious about new tech stacks and love unpacking things — understanding code and how machines work.
This role is an exciting opportunity for someone passionate about customer support who thrives in a dynamic environment and is eager to grow their technical skills. If you love problem-solving and are committed to delivering exceptional customer experiences, we'd love to hear from you!
The practical…