From disconnected data to confident, explainable decisions
data² delivers trustworthy, explainable AI (eXAI) that automates critical workflows and turns complexity into clarity. Our patented, hallucination-resistant eXAI reView platform harmonizes data across your ecosystem delivering real-time actionable insights.
Job DescriptionThe Mission:
As a Tier 3 - Support Engineer, you will own the most challenging technical escalations from our support team. But your mission goes beyond fixing what's broken. You are the critical bridge between our users and our product development teams. You will translate the complex, messy reality of customer issues into precise, actionable engineering tasks. By streamlining communication and working cross-functionally, you will ensure that hard-won insights from the field directly shape the evolution of our platform, preventing future problems and building a more resilient product.
What You’ll Actually Do:
- Own the Escalation: Serve as the final internal point of contact for complex technical issues that Tier 1 & 2 cannot resolve.



Take end-to-end ownership of critical incidents.
- Engineer Solutions, Not Just Workarounds: Perform root cause analysis on complex system defects, data inconsistencies, and performance bottlenecks within the Graph RAG architecture.
- Master the Architecture: Develop an expert-level understanding of our patented reView platform, including its graph database schemas, LLM integration points, vector search logic, and API layer.
- Own the Technical Resolution of Complex Customer Issues: By diagnosing root causes, reproducing bugs, and implementing or specifying fixes – not just documenting and handing off to Engineering. Translate findings into actionable engineering inputs only when escalation is truly required.
- Drive Cross-Functional Issue Resolution: By working directly with Support, Product, and Engineering to prioritize, validate, and co-own fixes. Ensure critical context is preserved, but take personal re

📌 Tier 3 Support Engineer (Estado de México)
🏢 Data2
📍 Estado de México