Level 1 – Customer Support Engineer

About the Role

LakeFusion is seeking a Customer Support Engineer (Level 1) to provide frontline support for our Master Data Management platform, built natively on the Databricks Data Intelligence Platform. In this role, you will serve as the first point of contact for customers, helping resolve foundational technical issues and ensuring a smooth user experience across the platform.

You will take a hands-on role in troubleshooting common issues related to data ingestion, pipeline configuration, access, and platform usage, while guiding customers through onboarding tasks such as connecting data sources and configuring basic workflows. This includes managing support tickets, documenting issues, and ensuring timely resolution in line with service expectations.

Working closely with Level 2 support and engineering teams, you will escalate more complex issues with clear context and contribute to improving internal documentation and support processes. You will also help identify recurring issues and provide feedback to enhance overall product reliability and usability.

This is a highly collaborative role suited for someone who thrives in a fast-paced environment, where problem-solving, clear communication, and delivering a strong customer experience are central to success.

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What you'll do
Serve as the first point of contact for customer support requests via email, chat, and ticketing systems
Troubleshoot and resolve foundational technical issues related to the LakeFusion platform, including login and access issues, data ingestion failures, pipeline configuration errors, and golden record display problems
Guide customers through onboarding tasks such as source system connections, entity type configuration, data imports, and basic match rule setup
Document, track, and manage support tickets, ensuring timely updates and resolution within SLA targets
Escalate complex or unresolved issues to Level 2 or engineering with clear reproduction steps, relevant logs, and environment context
Maintain accurate records of customer interactions, issues, and resolutions in the knowledge base
Identify recurring issues and contribute to internal documentation and process improvements
Communicate clearly and professionally with customers of varying technical backgrounds
What we're looking for
1+ year of experience in a technical support, help desk, or customer service role (or equivalent training)
Basic understanding of data management concepts — databases, data imports/exports, file formats (CSV, JSON, Parquet)
Comfort reading simple SQL queries to help customers investigate data issues (e.g., querying a Databricks table to check record counts or spot missing values)
Familiarity with cloud data platforms — awareness of Databricks, Snowflake, or Microsoft Fabric is a plus even without deep hands-on experience
Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Management)
Strong troubleshooting and problem-solving skills
Excellent written and verbal communication skills
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
Customer-focused mindset with a genuine commitment to resolution quality
Eagerness to grow technical skills in lakehouse and MDM concepts
Nice-to-have
Hands-on experience with Databricks, Snowflake, or Azure-based data platforms
Familiarity with Delta Lake, Delta tables, or medallion architecture concepts
Exposure to ETL or data pipeline concepts (e.g., understanding what a source-to-target mapping is)
Basic Python scripting ability — enough to read a stack trace or a simple notebook cell
Experience supporting enterprise SaaS applications
Background in data analytics, data operations, or data quality workflows
IT certifications (e.g., CompTIA A+, ITIL Foundation)
About LakeFusion

LakeFusion is the modern Master Data Management (MDM) company. Global enterprises across industries ranging from retail to manufacturing and financial services rely on the LakeFusion platform to unify, govern, and deliver trusted data entities such as customers, products, suppliers, and employees. Built natively on the Databricks Lakehouse, LakeFusion creates a single source of truth that powers analytics and AI. LakeFusion enables organizations worldwide to accelerate innovation with trusted and governed data.

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