Customer Support Analyst

The 4 Biggest Blockchain Strengths Are Also Its Weakness

• Permissionless nature leads to fragmentation of meaning
• Decentralization leads to too many standards
• Immutability leads to exponential data and query infrastructure complexity
• Neutrality means that no one is accountable for interpretations

Blockchain data is public, but it is fragmented, hard to interpret, and painful to maintain. Allium is building a canonical data layer that makes onchain finance usable for humans and machines.

What You’ll Learn

• How petabyte-scale data infrastructure works across cloud providers, data warehouses, and regions.
• How to build AI-native support systems.
• How to manage expectations with institutional customers and communicate during data incidents.
• How 100+ blockchains work under the hood, including EVM and Solana.
• How enterprise data delivery works through warehouse-native shares, APIs, Kafka streams, and push or pull mechanisms.
• How to run data quality investigations using verification checks and cross-source reconciliation.
• A path into becoming an Allium Data Wizard through tracing numbers to raw on-chain data, debugging SQL at scale, and learning protocol mechanics.

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 in Allium datasets, delivery mechanisms, documentation, and integration patterns.
• Help customers diagnose problems in Snowflake, BigQuery, Postgres, and other data sources 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 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.
• Triage and prioritize incoming issues against customer SLAs.

What You’ll Bring

• Fluency in AI tools, common failure modes, and modern practices.
• Fluency in SQL, including writing, optimizing, and debugging complex queries.
• Experience providing technical support for a SaaS or data product.
• Working knowledge of blockchain data primitives across ecosystems such as Solana and EVM chains.
• Familiarity with APIs, data connectors, and ETL tools.
• Scripting or automation experience in Python, Bash, or similar languages.
• Strong understanding of Linux environments and command-line tools.
• Excellent communication and documentation skills.
• A proactive, empathetic approach to customer relationships.
• Ability to work independently and take ownership of issues from report to resolution.

Bonus Points

• Experience with data warehouses such as Snowflake, BigQuery, or Redshift, or with BI tools.
• Exposure to infrastructure-as-code tools such as Terraform or Ansible.
• Experience debugging API or integration issues across cloud environments.
• Familiarity with data modeling or transformation frameworks such as dbt or Airbyte.
• Experience with message queues and event buses such as Google Pub/Sub or Kafka.

Values

• Obsessiveness
• Pro Athlete Mindset
• Figure It Out and Extreme Ownership
• High Agency
• Leading from the Front
• Strong Opinions on the Future, Loosely Held
• Sense of Business Smell

About the Team

Allium welcomes people from all backgrounds and values curiosity and an infectious work ethic.

Administrative Benefits

• Medical, dental, vision, life, and AD&D insurance; US employees receive 100% coverage for Gold plans and 80% coverage for dependents.
• Meaningful early-stage equity through stock option grants for full-time employees.
• Flexible, trust-based paid time off.
• Company-sponsored 401(k) plan in the US.

Allium hires from any geographical location when applicants can overlap two hours with NYC mornings Monday through Thursday, 10 a.m. to noon ET.