Note: The job is a remote job and is open to candidates in USA. Octane5 International is seeking a Customer Success System Specialist who will serve as a technical contributor on the Customer Success team. This role involves configuring client sites, conducting training, and investigating technical issues to ensure smooth implementations and high client satisfaction.
Responsibilities
- Configure, test, and launch new client sites within project timelines, translating client requirements from Project Management and Account Management into working BrandComply configurations
- Test new features and module updates alongside Development ahead of rollout
- Lead training sessions for new clients, their licensees, and related agencies or brands, tailored to each client's specific setup
- Onboard the CS team on new client sites so ongoing support has continuity from day one
- Own investigations for platform issues that require going past the surface-level complaint — into the data, the configuration, or the client rules
- Write and validate read-only SQL queries against replica databases to diagnose data integrity issues and scope what's actually wrong before proposing a fix
- Distinguish user error from platform bug from client-specific misconfiguration — never assuming which one it is before checking
- Build Excel-based deliverables (multi-tab, formula-driven) for client data audits and reconciliations when the situation calls for it
- File structured Jira bug reports with DB-validated reproduction steps, affected record IDs, proposed fixes, and business impact
- Stay current on platform changes and how they affect existing client configurations
- Contribute to the internal knowledge base — schema, feature mechanics, and investigation patterns — so the whole team gets sharper, not just you
Skills
- Strong analytical instincts — you investigate and confirm rather than guess or generalize
- Working SQL proficiency: joins, aggregations, and enough comfort in the data to validate a hypothesis before acting on it
- Understanding of multi-tenant SaaS systems and the discipline to always scope by client
- Excellent written and verbal communication — able to explain the same finding differently to a client and to an engineer, without losing accuracy in either direction
- High attention to detail and a methodical approach to configuration, testing, and troubleshooting
- Comfortable holding multiple client workstreams at once, with varying complexity and urgency
- Prior technical support experience — 5+ years
- Experience with helpdesk software, brand compliance, or licensing
- Familiarity with royalty/licensing concepts — contracts, advances, recoupment, guarantees, minimum sales thresholds, approval routing
- Experience with Jira, Git history, FreshDesk or similar investigative tooling
- Experience with BrandComply specifically
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