Customer Support Analyst

• Permissionless nature leads to fragmentation of meaning

• Decentralization leads to too many standards

• Fragmented standards

• Exponential complexity

• No accountability for interpretation

• Events without economic meaning

• Semantic Gap: Translating raw events into financial concepts like payments, trades, deposits, and staking income

What You’ll Learn

• How petabyte-scale data infrastructure works - Allium manages 5+ petabytes across every combination of cloud provider x data warehouse (Snowflake, BigQuery, Databricks...) x region. You'll pick up how these systems are designed, where they break, and how to reason about freshness, cost, and correctness tradeoffs between them.

• How to build AI-native support - Tickets that feed runbooks; runbooks that support agentic skills; an agentic loop that builds on itself and compounds - You will learn how to build an AI-native support system that scales.

• How to manage expectations with institutional customers (banks, asset managers, exchanges, foundations) - What incident management best practices look like in production, how to communicate during a data incident, how to set an SLA you can actually keep, and how to thread the needle when two customers' expectations conflict.

• How 100+ blockchains work under the hood - Resolving a ticket often means tracing a number back to raw on-chain data - why a stablecoin supply figure differs between two sources, why a balance snapshot lags, what a reorg does to a table. You'll build genuine depth in EVM, Solana, and the long tail of chains.

• How enterprise data delivery works end to end - warehouse-native shares, APIs, Kafka streams, push vs pull. You'll learn to pick the right mechanism for a customer's problem, because half of support is knowing where in the product the answer already lives.

• How to run a data quality investigation - verification checks, cross-source reconciliation, and separating "the data is wrong" from "the query is wrong" from "the chain did something unusual."

• A path into becoming an Allium Data Wizard, if that's where you want to go. Every Wizard at Allium started on the frontlines; we believe staying close to customers and their use cases is how you learn the data best. This role builds exactly those skills: tracing numbers back to raw on-chain data, debugging SQL at scale, learning protocol mechanics.

What You’ll Do

• Troubleshoot and resolve complex customer issues involving SQL queries, data pipelines, API integrations and other Allium Integrations (e.g. kafka)

• Mapping customer issues to where the solution exists in Allium. Be it a table in the dataset, another delivery mechanism, relevant documentation, another integration pattern (e.g. push vs pull)

• Help customers diagnose problems in their data sources (Snowflake, BigQuery, Postgres, etc.) and optimize performance.

• Collaborate with engineering to investigate bugs, identify patterns, and ship fixes.

• Develop internal tools and scripts to automate troubleshooting and improve customer response times.

• Write clear documentation and knowledge base articles for customers and internal teams.

• Partner with the GTM and product teams to translate customer pain points into actionable insights.

• Participate in daily syncs to discuss ongoing issues, progress, and improvements.

• Synthesize all of the above into an AI-native system that builds leverage.

• Triage and prioritize incoming issues against customer SLAs — distinguishing a P1 data incident for an institutional customer from a routine query question, and sequencing your work so the highest-impact problems get resolved first.

What You’ll Bring

• Fluency in AI tools, common failure modes and modern practices.

• Fluency in SQL - you can confidently write, optimize, and debug complex queries.

• Experience providing technical support for a SaaS or data product.

• A working knowledge of blockchain data primitives across ecosystems like Solana and EVM chains.

• Familiarity with APIs, data connectors, and ETL tools.

• Comfort with scripting or automation in Python, Bash, or similar languages.

• Strong understanding of Linux environments and command-line tools.

• Excellent communication and documentation skills — you can explain complex concepts simply.

• A proactive, empathetic approach to customer relationships.

• The ability to work independently and take full ownership of issues from report to resolution.

Bonus Points

• Experience with data warehouses (Snowflake, BigQuery, Redshift) or BI tools.

• Exposure to infrastructure-as-code tools (Terraform, Ansible, etc.).

• Experience in debugging API or integration issues across cloud environments.

• Familiarity with data modeling or transformation frameworks (dbt, Airbyte, etc.).

• Experience with message queues and event buses (Google Pubsub, Kafka etc)

• The Information's Top 50 Startups (https://www.allium.so/post/allium-named-to-the-informations-50-most-promising-startups-of-2025)

• Tomasz Tungus from Theory Ventures: https://tomtunguz.com/allium/

• Bucky Moore from Kleiner Perkins: https://www.kleinerperkins.com/perspectives/allium-series-a/

• Obsessiveness - The best people at Allium cannot put a problem down once they pick it up. We care more about the work than is strictly rational. Institutions trust us because our data is right. Right means caring about the small things. The decoded contract that ships with one wrong field. The label that is 99% accurate but wrong on the address that matters. The query that runs in 4 seconds when it should run in 400 milliseconds. Most companies tolerate these. We do not.

Administrative Benefits

• Medical, Dental, Vision, Life and AD&D insurance - US folks get 100% coverage for Gold plans, 80% for dependents