Prophecy Simple Data Labs

Technical Support Manager

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As the Technical Support Manager at Prophecy, you will be responsible for managing and resolving support escalations, ensuring customer satisfaction, and improving incident and escalation management. Your responsibilities include establishing communication protocols, creating recovery plans, troubleshooting complex customer issues, and collaborating with various teams. You will leverage your technical expertise to handle escalations, organize meetings, assess trends, and make timely decisions. Additionally, you'll participate in on-call rotations and assist with third-party integrations. You will also need to demonstrate ownership and coordinate with engineering to resolve customer issues in a timely manner.

<h3>About Prophecy</h3> 
Prophecy offers a unified data platform for users across diverse skill levels and requirements, delivering a comprehensive modern data stack experience in a single, cohesive solution.For business data users, Prophecy provides an intuitive, desktop-like data preparation interface, seamlessly combining user-friendliness with the scalability and governance of cloud-based SQL platforms. Visual ETL developers and data engineers benefit from a powerful Spark-Python interface, enhancing productivity and standardization without compromising flexibility or coding capability. 
Data pipelines transition effortlessly into production environments, complete with integrated observability. If issues arise, Prophecy streamlines troubleshooting with a clear break-fix-redeploy workflow. Errors are visually highlighted on the canvas, alongside AI-driven recommendations for rapid resolution, enabling swift redeployment and continuous operation. 
&nbsp; 
<h3>Position Summary</h3> 
This is an amazing opportunity to be the first technical support manager in a high-growth, high-potential startup starting in Prophecy’s India center. You will be working with a team of dynamic team members who take pride in solving complex problems. 
We're seeking A players to work with A players. We're a high-growth company on a once-in-a-lifetime journey to revolutionise the way data engineering is done. Be a part of it. 
&nbsp; 
<h4>What You’ll Do</h4> 
<ul> 
 <li>Engage with engineering, product management, customer success, customers, and partners to manage and resolve support escalations.</li> 
 <li>Establish a structured communication protocol with customers about incidents and escalations by delivering prompt root cause analyses customised for the audience.</li> 
 <li>Ensure customer satisfaction through comprehensive documentation of incidents and escalations and prompt execution of action items.</li> 
 <li>Create and execute a recovery plan based on data analysis for every escalation and incident that is addressed.</li> 
 <li>Leverage business and technical expertise to handle customer escalations, organise meetings and calls, fulfil commitments, and assess trends and patterns for reporting.</li> 
 <li>Leverage data, metrics, and feedback to improve incident and escalation management.</li> 
 <li>Participate in weekend on-call rotations.</li> 
 <li>Collaborate closely with first-party partners to define and manage escalations effectively.</li> 
 <li>Troubleshoot and resolve complex customer issues related to the Prophecy IDE</li> 
 <li>Assist with issues around third-party integrations with the Prophecy environment</li> 
 <li>Develop and maintain advanced knowledge of Prophecy IDE architecture and administration.</li> 
 <li>Actively participate in Engineering, support, and account management team initiatives and meetings as needed.</li> 
 <li>Demonstrate a true sense of ownership and coordinate with engineering to achieve timely resolution of customer issues and requests.&nbsp;</li> 
</ul> 
&nbsp; 
<h3>What You'll Need</h3> 
<ul> 
 <li>A minimum of 8+ years of experience in customer support, support escalation, and incident management is required.</li> 
 <li>Expertise with at least one modern cloud data platform (Snowflake, Databricks, BigQuery, or Redshift) and experience with traditional enterprise ETL tools (e.g., Informatica, Alteryx, Datastage) and how they relate to modern data workflows</li> 
 <li>A deep understanding of ETL processes, data warehousing, and contemporary data stack concepts</li> 
 <li>Hands-on experience in performance tuning and troubleshooting Spark/SQL based data engineering applications at a production scale.</li> 
 <li>Knowledge of OAuth/OIDC, IAM, Git, CI/CD processes and practices.</li> 
 <li>Hands-on experience with AWS, Azure, or GCP.</li> 
 <li>The ability to break down more complex technical concepts and communicate them to stakeholders verbally and in writing</li> 
 <li>Thrives in a fast-paced, high-performance environment and enjoys working under pressure.</li> 
 <li>Demonstrate a strong commitment to integrity, accountability, attention to detail, effective execution, and planning skills.</li> 
 <li>Excellent contextual interpretation and writing skills with an effective ability to summarise and communicate to technical and business audiences are required.</li> 
 <li>Shows a strong ability to make timely decisions from both business and technical perspectives.</li> 
 <li>Understands both proactive and reactive approaches to escalation management.</li> 
 <li>Strong passion for customer service and managing escalations effectively.</li> 
 <li>Bachelor's degree in Computer Science or a related field is required.</li> 
</ul> 
&nbsp; 
<h3>Preferred Qualifications</h3> 
<ul> 
 <li>Full-stack Data platform knowledge</li> 
 <li>Experience in Kubernetes/Linux administration</li> 
 <li>Good knowledge of cloud, on-prem, and service architecture in multi-region setups.</li> 
 <li>Experience creating queries, alerts and monitors in Grafana, Datadog or similar tools</li> 
 <li>Experience developing pipelines in Prophecy IDE</li> 
</ul> 
&nbsp; 
<h3>What You'll Have At Prophecy</h3> 
<ul> 
 <li>Great culture</li> 
 <li>Fair and Open Equity awards for everyone</li> 
 <li>Amazing work</li> 
 <li>Private medical insurance</li> 
 <li>Flexible time off</li> 
 <li>Manage your own growth and career</li> 
 <li>Experience building a transformative product</li> 
 <li>High learning opportunity</li> 
 <li>End-to-end ownership of your projects</li> 
</ul> 
&nbsp; 
Our Commitment to Diversity and Inclusion 
At Prophecy, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Prophecy are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, political affiliation, race, religion, sexual orientation, socio-economic status, and any other protected characteristics.

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About NexonNexon America is a branch of Nexon Co., Ltd., a global video game publisher and leading developer of online virtual worlds for PCs, consoles, and mobile devices. Nexon proudly offers celebrated franchises like MapleStory and Mabinogi that have been enjoyed by millions of players for over two decades. When we founded our Nexon America branch in 2006, we made it our goal to bring those unique games to western players using a player-first approach. We achieve that goal by applying our team’s outstanding free-to-play expertise and live game support to every decision, every day.But we’re committed to more than our games! Here at Nexon America, we’re all about open communication, diversity, mutual respect, and collaboration, so we can bring out the best in each other. Nexies find support, friendship, and career growth all in one place! 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Accurately, quickly, and efficiently provide answers to player issues across multiple support channels based on Nexon America’s company policy.</li><li>Coordinate with internal and outside partners on various in-game issues, updates, etc. to ensure that we maintain a high level of customer satisfaction. Identify patterns or common issues players are reporting using data and player feedback to suggest feature updates, player compensation, or issue resolution to Production.</li><li>Review outsource-handled tickets to ensure our agents follow the proper procedures. If there is an issue, assess if it is due to the process itself (and revise if needed) or forward the ticket to the OS Leads for further review. </li><li>Test existing live game operation tools and request new tool features or updates to Production as needed.</li><li>Work with the InfoSec Team to investigate banned accounts for hacking, botting, real money trading, etc.</li></ul>Work Experience<ul><li>1+ years of game industry Player Support experience (required)</li><li>1+ year of handling escalated tickets (T2 and above)</li></ul>Education, Professional Training, Technical Training or Certification<ul><li>College degree or equivalent game-related work experience preferred</li></ul>Knowledge/Skills<ul><li>Good communication skills</li><li>Excellent writing skills</li><li>Good typing skills</li><li>Proficient with Microsoft Office (Word, Excel)</li><li>Proficient with GSuite products</li><li>Customer Relationship Management tool experience required (Zendesk)</li><li>JIRA, Confluence experience preferred</li><li>Experience using Tableau or other data visualization tools is preferred </li><li>MapleStory game knowledge preferred</li></ul>Management has the right to add or change duties and job requirements at any time. Nexon’s Benefits and PerksWe offer medical, dental and vision plans for you, your spouse or domestic partner and your children. Employees who enroll in the high deductible health plan receive an annual employer contribution to a health savings account and company paid hospital indemnity benefits. We also provide company paid life, AD&amp;D, short-term and long-term disability benefits as well as access to voluntary life and AD&amp;D for yourself and your dependents, flexible spending accounts, a 401(k) savings plan with a company match, and pet insurance. Nexies are encouraged to take advantage of our monthly wellness credit, participate in lunchtime yoga, and enroll in language classes. We host bi-monthly catered lunches, monthly happy hours, and maintain a well-stocked snack bar. To help you maintain a good work life balance, we offer paid time off, sick days, company holidays, and a year-end break.Nexon is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law and will not be discriminated against on the basis of disability.Compensation Description for Pay Transparency (annually)The base salary range for this position in El Segundo, CA is $24 - $27 per hour.Our salary ranges are determined by market data based on position and level. The range displayed on each job posting reflects the minimum and maximum salaries for that position. An individual’s pay is determined by factors including, but not limited to, a candidate’s qualifications, skills, experiences, relevant education or training, and location.Base pay is one part of the Total Rewards package that is provided to compensate and recognize employees for their work. This role may be eligible for additional discretionary bonuses/incentives, however the salary range listed in this job posting reflects the base salary only.Beware of Recruitment ScamsWe have been made aware of fraudulent recruitment activities by individuals falsely claiming to represent Nexon America. Our recruiters will only contact you from official company email addresses ending in @nexon.com and will follow a formal interview process. We will never request for payment or personal financial information such as photos of government-issued identification during the recruitment process or offer a job without a formal interview process. If you receive suspicious email, we advise you to mark the email as junk or spam, so your email provider will block future messages from the sender.

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