--- title: 'Technical Customer Support Lead at Octus' canonical: 'https://feeny.ai/job/technical-customer-support-lead-octus-pakistan-cbt3rhwz7wtq' type: 'job' last_seen: '2026-11-02' --- # Technical Customer Support Lead at Octus - **Company:** Octus - **Location:** Pakistan - **Posted:** 2026-10-26 - **Last confirmed live:** 2026-11-02 - **Apply:** https://job-boards.greenhouse.io/octus/jobs/5268210007 ## Job description Octus Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets. For more information, visit: https://octus.com/ Working at Octus Octus hires growth-minded innovators and trailblazers across the globe to drive our business and culture. Our core values – Action Oriented, Customer First Mindset, Effective Team Players, and Driven to Excel – define an organizational ethos that’s as high-performing as it is human. Among other perks, Octus employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, and much more. ## Role When a client wires Octus data into their stack, you're the person they reach out to. You'll sit at the point where our data meets a client's architecture, and you'll be the frontline support expert who works out why a feed stalled, why a field looks off or why an integration isn't behaving the way the documentation promised. Some days that means walking a portfolio manager through an authentication error. Other days it means tracing a schema mismatch with our engineering team before the client has noticed anything is wrong. This is a customer support role for someone who genuinely wants to understand how things work. You won't be reading from a script. You'll be reading logs, asking sharper questions than the ticket did, and turning a client's vague "the data looks wrong" into a precise, reproducible problem our internal teams can fix. Responsibilities: - Serve as the first technical point of contact for clients using our Direct Data products. - Assist with frontline diagnosis and issue resolution across the delivery stack: API, MCP, Snowflake and Databricks shares, data quality questions, schema changes and delivery delays. - Reproduce problems independently before escalating, so engineering receives a clear case and not a forwarded complaint. - Own each issue and client communication end to end. Set expectations, keep clients informed and confirm the fix landed. - Partner with engineering, product and client success to prioritize recurring problems and push permanent fixes upstream. - Contribute to the reference material that scales the team: troubleshooting runbooks, integration guides, FAQs and internal documentation. - Support new client onboarding, helping technical teams get connected and productive quickly. - Spot patterns across tickets and bring them to product as evidence, not anecdote. Requirements: - Deep curiosity. You're not satisfied by a workaround. You want to know the root cause, and you'll dig until you find it. - Self-driven, and a team player. You take ownership without waiting to be assigned, and you make the people around you faster. - Strong technical aptitude. You're comfortable reading documentation, logs and structured data, and you learn new tools quickly. - Clear communication. You can explain a technical problem to an engineer and to a credit analyst in the same afternoon, and both walk away clear on what happens next. - Composure with clients. You stay calm and credible when someone's workflow is blocked and the market isn't waiting. - Structured problem solving. You work methodically through ambiguity instead of guessing. ## Equal Employment Opportunity Octus is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to create an inclusive and diverse work environment where all individuals are valued, respected, and treated fairly. We believe that diversity enriches our workplace and enhances our ability to innovate and succeed. ## About Octus ## Company Overview - **One-liner**: Octus is the essential credit intelligence, data, and workflow platform that powers the global leveraged finance and private credit markets for buy-side firms, investment banks, law firms, and advisory firms. - **Entity Type**: Private (acquired by Permira in 2022) - **Headquarters**: New York, New York, United States - **Founded**: 2013 - **Founders**: Kent Collier (CEO) ## Core Business - **Primary industry**: Financial Services / Fintech / Credit Intelligence - **Target customers**: B2B — Enterprise (investment banks, buy-side firms, law firms, advisory firms) - **Mission or purpose statement**: Deliver rigorously verified intelligence at speed to create a complete picture for professionals across the entire credit lifecycle, empowering confident, market-defining decisions. ## Products & Services - **CreditAI by Octus**: Agentic AI platform layered on the world’s largest validated library of leveraged finance, legal, and credit intelligence, trained by leading financial, legal, and data experts. - **FinDox Document Management**: Trusted document management with the largest repository of searchable documents (5M+ source data documents), aggregated and indexed by AI-integrated technology. - **Fundamentals Data**: The only fundamental data service with complete market coverage across all stages of credit (deal origination to distressed debt) covering leveraged loans, high-yield bonds, and private credit. - **Excel Add-ins, REST APIs, and Snowflake Data Shares**: Workflow tools designed to streamline research processes and optimize investment, compliance, portfolio, and data management workflows. - **News & Intelligence**: Breaking news and intelligence from a global team of 250+ financial analysts, legal analysts, and expert financial journalists. - **LevPro + Sky Road (Post-Acquisition)**: A vertically integrated, AI-powered portfolio management and trading solution for CLO and private credit managers. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (acquired by Permira in 2022; prior total funding of ~$1.3M in seed rounds) - **Key Metric**: 40,000+ global subscribers trust Octus for credit intel and data; 60,000+ stories published globally every year; 9.3M+ deal documents covering 25k+ issuers and 53k+ deals - **Notable Investors/Partners**: Susquehanna Growth Equity (lead investor in 2016), Permira (acquiring entity). Key acquisitions include LevPro, Sky Road, FinDox, Debt Explained, LoansIntel, and Aggredium Finance Ltd. - **Growth Signals**: Rapid headcount growth (603 employees across 20 countries including UK, Pakistan, Romania, Colombia, Lithuania); completed acquisition of LevPro in 2025; expanding AI capabilities with CreditAI; category creator across research, data analytics, and intelligence. ## Competitive Advantages - **Unmatched market coverage**: The only fundamental data service with complete coverage across all stages of credit — from deal origination to distressed debt — across leveraged loans, high-yield bonds, and private credit. - **World’s largest library**: The largest repository of leveraged finance intelligence, data, and deal documents going back 9+ years across 25k+ issuers and 53k+ deals. - **Human + AI “trifecta”**: A unique combination of 250+ financial analysts, legal analysts, and journalists working alongside proprietary AI models (CreditAI) for the most accurate and holistic analysis across credit. - **Trusted by elite clients**: 100% of the top 10 asset managers and CLO managers are clients; trusted by the world’s leading investment banks, law firms, and advisory firms. - **Proven acquisition strategy**: Aggregated multiple niche players (FinDox, Debt Explained, Sky Road, LevPro) to build a vertically integrated platform. ## Strategic Focus - **AI-first innovation**: Layering agentic AI (CreditAI) on validated credit intelligence to automate workflows and deliver faster, more accurate insights. - **Vertical integration**: Completing the acquisition of LevPro and Sky Road to deliver an end-to-end AI-powered portfolio management and trading solution for CLO and private credit managers. - **Global expansion**: Operating in 20 countries with a growing presence across EMEA, APAC, and the Americas. - **Data and workflow unification**: Continuing to unify credit intelligence, research, and portfolio management into a single essential platform. ## Why Work Here - **Culture**: Described as a “ridiculously successful rocket ship” with a growth-mindset, customer-first focus, and a culture of equity, opportunity, and access. Employees are driven, action-oriented, and effective team players. - **Hybrid/Remote Policy**: Flexible, hybrid working policy with home office reimbursements. - **Benefits**: Medical, dental, vision, 401(k), generous PTO (including vacations, sick leave, and parental leave), employee referral bonuses, manager training programs, Kudos recognition program, gym subsidies, and reimbursements for career development and continuing education. - **Engineering/Data Culture**: Strong emphasis on AI, data science, and engineering — roles include Senior AI Engineer, Senior Data Scientist, Lead DevOps Engineer, and Quantitative Analyst. The team includes a Chief Scientist & Head of AI Innovation (Sreekanth Mallikarjun) and a Global Head of Data (Tejs Broberg). - **Growth Opportunity**: A rare category creator across research, data analytics, and intelligence — employees can “turn expertise into customer impact” and level up their career in a market-moving growth story. ## Sources 1. [octus.com](https://octus.com/) 2. [octus.com/about-us](https://octus.com/company/about-us/) 3. [octus.com/careers](https://octus.com/company/careers/) 4. [Greenhouse Jobs](https://job-boards.greenhouse.io/octus/jobs/5114966007) 5. [LinkedIn](https://www.linkedin.com/company/octus-credit1) ## Other roles at Octus - [ESMA Analyst](https://feeny.ai/job/esma-analyst-octus-bucharest-ks34tae2jhq0) — Bucharest, Romania - [Senior Customer Success Manager - Legal](https://feeny.ai/job/senior-customer-success-manager-legal-octus-london-jtqkjfzfmz66) — London, United Kingdom - [Fundamentals Capital Structure Analyst](https://feeny.ai/job/fundamentals-capital-structure-analyst-octus-bogota-380f9zt3j5np) — Bogotá, Colombia - [CLO Reporter](https://feeny.ai/job/clo-reporter-octus-new-york-9tb8b4gqr253) — New York, NY - [Fundamentals Operations Associate](https://feeny.ai/job/fundamentals-operations-associate-octus-pakistan-8jx8zdac51j5) — Pakistan - [Customer Success Specialist - Buyside](https://feeny.ai/job/customer-success-specialist-buyside-octus-new-york-gvvhfbw046wp) — New York, NY - [Private Credit Reporter](https://feeny.ai/job/private-credit-reporter-octus-london-rmv4yw6gjqx3) — London, United Kingdom - [Legal Analyst](https://feeny.ai/job/legal-analyst-octus-new-york-jy0ey2errqr7) — New York, NY - [Director of Revenue Systems](https://feeny.ai/job/director-of-revenue-systems-octus-london-nypjqcxkgmqv) — London, United Kingdom - [Implementation & Workflow Specialist](https://feeny.ai/job/implementation-workflow-specialist-octus-new-york-f2bt7n13p9rp) — New York, NY