Customer Support Analyst

As a Customer Support Analyst at Allium, you support institutional customers (banks, asset managers, exchanges, foundations) who rely on Allium's canonical blockchain data layer. You troubleshoot complex issues spanning SQL queries, data pipelines, API integrations, and on-chain data interpretation across 140+ blockchains. You own problems end-to-end, from triage through resolution, while building an AI-native support system that scales.

What you'll do

• Troubleshoot and resolve complex customer issues involving SQL queries, data pipelines, API integrations, and other Allium integrations such as Kafka
• Map customer issues to solutions within Allium, whether a table in the dataset, another delivery mechanism, relevant documentation, or an integration pattern like push versus 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 GTM and product teams to translate customer pain points into actionable insights
• Participate in daily syncs to discuss ongoing issues, progress, and improvements
• Synthesize support work 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 work so the highest-impact problems get resolved first

What you 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

Nice to have

• Experience with data warehouses (Snowflake, BigQuery, Redshift) or BI tools
• Exposure to infrastructure-as-code tools (Terraform, Ansible, etc.)
• Experience 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.)

What we offer

• Medical, dental, vision, life, and AD&D insurance: US employees receive 100% coverage for Gold plans and 80% for dependents
• Meaningful early-stage equity: every full-time employee receives a stock option grant to share directly in Allium's upside
• Flexible, trust-based paid time off that meets or exceeds local statutory vacation requirements in every country where we hire
• Company-sponsored 401(k) plan in the US for pre-tax retirement savings
• Distributed team with 2-hour overlap required on NYC mornings Monday through Thursday, 10am-12pm ET

About Allium

Allium is building the system of record for on-chain finance. The company ingests, verifies, and standardizes data across 140+ blockchains and 30+ petabytes of history, closing structural gaps that prevent blockchains from becoming reliable data layers. Allium powers finance teams, engineers, strategy teams, and AI agents at customers including Visa, Stripe, G-SIB banks, Big 4 accounting firms, Coinbase, Phantom, and Uniswap, and is cited by the Federal Reserve.