L2 Help Desk Technician

A World-Changing Company
We're passionate about building software that solves problems. We partner with the most important institutions in the world to transform how they use data and technology. Our software has been used to stop terrorist attacks, discover new medicines, gain an edge in global financial markets, and more. If these types of projects excite you, we'd love for you to join us!
The Role
Help Desk Technicians use their technical and problem-solving skills to enable users across Foundry customers to succeed in integrating their data to facilitate applications that help their organizations make better decisions.
They are advocates for our customers' success and collaborate with product engineers, implementation teams, and other support engineers to ensure users' inquiries are resolved as effectively and quickly as possible. They're comfortable using their problem-solving skills to find solutions to novel problems within a complex, rapidly-evolving software product, rather than relying on copying and pasting precedent from previous answers.
Importantly, they're responsible not only for assisting users but also for synthesizing the key trends they're observing in the field into feature requests to partner with engineers to shape the continued evolution of the our platform.
Core Responsibilities

• Provide technical support to Data Engineers working in Foundry
• Develop a deep understanding of Foundry applications, so they can leverage problem-solving skills to ensure user inquiries are resolved in an efficient and delightful way
• Collaborate with product engineers to identify, root cause, and ultimately resolve bugs surfaced by users
• Identify and drive forward various support initiatives to improve the effectiveness and efficiency of global Foundry user support at growing scale
• Make contributions to core documentation where context is currently missing

What We Value

• A passion for customer support and enablement - this will be key to success, as the predominant responsibility of this role and the core of its day-to-day work is handling customer support tickets
• B.S. or M.S degree in Computer Science or equivalent subject area
• Required to have proficiency with Python and Pyspark
• Nice to have proficiency with SQL, Java, TypeScript/JavaScript, or similar
• Understanding of APIs and RESTful endpoints
• Understanding of development best practices (such as branching, testing, etc.)
• Experience providing customer support, preferably on complex software platforms
• Experience working with analytical software platforms, using large-scale data to solve valuable business problems, in any industry or subject area
• Excellent English writing and communication skills with the ability to skillfully engage with customers on complex, sensitive topics
• Ability to operate in a fast-paced environment, where the product and support processes are often changing
• Ability to continuously learn and work independently, making decisions with minimal supervision
• Strong organizational skills and attention to detail through effective prioritization strategies and the use of task ticketing and tracking systems. Bonus: knack for streamlining and improving support processes
• Learning and growth mindset: ability and willingness to quickly ramp up on Palantir Foundry and project-specific workflows
• Comfortable working in a rapidly changing environment with dynamic objectives and iteration with users

What We Require

• US citizenship & minimum of Secret level US security clearance; Top Secret is nice-to-have
• Required New York or Washington, D.C.-based and with the expectation of regular in-office work in our secure spaces

Jacobs' health and welfare benefits are designed to invest in you and in the things you care about. Your health. Your well-being. Your security. Your future. Eligible employees and their dependents may elect medical, dental, vision, and basic life insurance. Employees are able to enroll in our company's 401k plan, and, if eligible, a deferred compensation plan and Executive Deferral Plan. Employees will also receive 17 days of vacation per year (in the US), seven paid holidays, plus floating holidays and caregiver leave. Hired applicants will be able to purchase company stock and have the opportunity to receive a performance discretionary bonus.
The salary range for this position is $147,000 to $157,000. This range reflects the minimum and maximum target for new hire salaries for the position across all US locations (remote). Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.