L2 Support Specialist

Job Summary:Responsiblefor providing Tier 2 (L2) support to our customers by researching, diagnosing,troubleshootingdata & applicationissues and resolving incidentsand providing support for

issues and other technical problems for our Algo platforms.This role is customer facing and requires excellent English verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical data issues.

Tier 2 Technical Support Specialists play a role as the front-line interface between our customers and the Product and Engineering teams andoperateas a second level of support after basic user-level support (L1).Their primary responsibility is to provide customer support by resolving technical support incidents or customer requestsin accordance withapplicable service level agreements.

Job Responsibilities:

• Advanced Troubleshooting:

oDiagnoseand resolve complex data issues betweendifferentdatasourcesandapplication user workflowsthat

escalate from L1 support.

oAnalyze,provideand interpret data toidentifyroot causes of problems.

oCollaboratewith engineering teams to resolve software bugs and data inconsistencies,customersuccess teams for training opportunities and product teams for software enhancements.

• Customer Support:

oProvidehigh-level support to customersregardingdata-related inquiries andsupply chain applicationissues.

oCommunicateeffectively with clients to understand their problems and providetimely

resolutions.

oDocumentand follow up on customer issues to ensure satisfaction.

• Data Management:

oOverseedata imports, exports, and integrations between systems.

oEnsuredata accuracy and integrity across different platforms.

oPerformdata validation and cleansing as needed.

oAssistin access requests, deploying new reports toPowerBIand starting/stopping Azure

services to meet SLAs.

• System Monitoring and Maintenance:

oMonitorautomated master pipeline, inbound/outbound data feeds, job queue management

and customer files. Ifmissing thencreateticket, escalate to customerpartiesand post once received.

oPerform routine system checks and maintenance tasks to ensure optimal performance.

oUpdate 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 application improvements.

o Participate in meetings to discuss ongoing issues and solutions.

• Training and Knowledge Sharing:

oAssist in training L1 support staff on advanced data troubleshooting techniques.

oShare knowledge and best practices with the team to improve overall support capabilities.

oStay updated on industry trends and best practices in data management and SaaS solutions.

• Reporting and Analysis:

oGenerate reports on data issues, trends, and resolution metrics.

oAnalyze data to identify recurring problems and suggest preventive measures.

oContributeto internal documentation and process improvement initiatives.

Qualifications Needed:

• Education & Experience:

oBachelor'sdegree in Computer Science, Information Technology, or a related field, or

o3-5 years of experiencein data support, with a strong background in SaaSdemand planningapplications.

• Technical Skills:

o ProficiencyinSQL and other data query languages.

o Experience withAzure DevOpsticketing tool or similar applicable tool.

o Familiarity withsupply chain managementconcepts and software.

o Experience withcustomer support ticketing systemssuch as Happy Fox, Zendesketc

• Soft Skills:

o Strong problem-solving and analytical skills.

o Excellent communication and interpersonalabilities.

o Ability to work independently and manage multiple priorities.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time
• IndustriesSoftware Development

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