Data Support Expert

23 hours ago


Lahore, Punjab, Pakistan Algo Full time
About the Role

We are seeking an experienced Data Support Specialist to join our team at Algo. As a key member of our support team, you will play a critical role in ensuring the smooth operation of our data systems and providing high-level support to our customers.

Key Responsibilities
  • Advanced Troubleshooting:
    • Diagnose and resolve complex data issues between different sources and reporting that escalate from L1 support. Fix pipelines based on defined SOPs.
    • Analyze, provide and interpret data to identify root causes of problems.
    • 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:
    • Provide high-level support to customers regarding data-related inquiries and issues.
    • Communicate effectively with clients to understand their problems and provide timely resolutions.
    • Document and follow up on customer issues to ensure satisfaction.
  • Data Management:
    • Oversee data imports, exports, and integrations between systems.
    • Ensure data accuracy and integrity across different platforms.
    • Perform data validation and cleansing as needed.
    • Assist in access requests, deploying new reports to PowerBI and starting/stopping Azure services to meet SLAs.
  • System Monitoring and Maintenance:
    • 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.
    • Perform routine system checks and maintenance tasks to ensure optimal performance.
    • Update and maintain knowledge base articles and documentation related to data support.
  • Collaboration and Communication:
    • Work with cross-functional teams including Development, QA, services and Product Management to address data-related issues.
    • Provide feedback and insights on data-related features and improvements.
    • Participate in meetings to discuss ongoing issues and solutions.
  • Training and Knowledge Sharing:
    • Assist in training L1 support staff on advanced data troubleshooting techniques.
    • Share knowledge and best practices with the team to improve overall support capabilities.
    • Stay updated on industry trends and best practices in data management and SaaS solutions.
  • Reporting and Analysis:
    • Generate reports on data issues, trends, and resolution metrics.
    • Analyze data to identify recurring problems and suggest preventive measures.
    • Contribute to internal documentation and process improvement initiatives.
Requirements
  • Education & Experience:
    • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
    • 3-5 years of experience in data support, with a strong background in SaaS applications.
  • Technical Skills:
    • Proficiency in SQL and other data query languages.
    • Experience with data integration tools and techniques.
    • Familiarity with supply chain management concepts and software.
  • Soft Skills:
    • Strong problem-solving and analytical skills.
    • Excellent communication and interpersonal abilities.
    • Ability to work independently and manage multiple priorities.
About Algo

Algo is a leading provider of innovative data management solutions. Our mission is to empower businesses with cutting-edge technology and expert support. Join our dynamic team and be part of a culture that values innovation, collaboration, and excellence.



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