Job Responsibilities:
• Advanced Troubleshooting:
o Diagnose and resolve complex data issues between different sources and reporting that
escalate from L1 support. Fix pipelines based on defined SOPs.
o Analyze, provide and interpret data to identify root causes of problems.
o Collaborate with engineering teams to resolve software bugs and data inconsistencies,
customer success teams for training opportunities and product teams for software
enhancements.
• Customer Support:
o Provide high-level support to customers regarding data-related inquiries and issues.
o Communicate effectively with clients to understand their problems and provide timely
resolutions.
o Document and follow up on customer issues to ensure satisfaction.
• Data Management:
o Oversee data imports, exports, and integrations between systems.
o Ensure data accuracy and integrity across different platforms.
o Perform data validation and cleansing as needed.
o Assist in access requests, deploying new reports to PowerBI and starting/stopping Azure
services to meet SLAs.
• System Monitoring and Maintenance:
o Monitor automated master pipeline, inbound/outbound data feeds, job queue management
and customer files. If missing then create ticket, escalate to customer parties and post once
received.
o Perform routine system checks and maintenance tasks to ensure optimal performance.
o Update and maintain knowledge base articles and documentation related to data support.
• Collaboration and Communication:
o Work with cross-functional teams including Development, QA, services and Product
Management to address data-related issues.
o Provide feedback and insights on data-related features and improvements.
o Participate in meetings to discuss ongoing issues and solutions.
• Training and Knowledge Sharing:
o Assist in training L1 support staff on advanced data troubleshooting techniques.
o Share knowledge and best practices with the team to improve overall support capabilities.
o Stay updated on industry trends and best practices in data management and SaaS solutions.
• Reporting and Analysis:
o Generate reports on data issues, trends, and resolution metrics.
o Analyze data to identify recurring problems and suggest preventive measures.
o Contribute to internal documentation and process improvement initiatives.
Qualifications Needed:
• Education & Experience:
o Bachelor’s degree in Computer Science, Information Technology, or a related field, or
equivalent work experience.
o 3-5 years of experience in data support, with a strong background in SaaS applications.
• Technical Skills:
o Proficiency in SQL and other data query languages.
o Experience with data integration tools and techniques.
o Familiarity with supply chain management concepts and software.
• Soft Skills:
o Strong problem-solving and analytical skills.
o Excellent communication and interpersonal abilities.
o Ability to work independently and manage multiple priorities.
* The excellent English communication skills are required to communicate with the US team members.
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.