Data Support Specialist

2 days ago

Lahore, Punjab, Pakistan beBeeDataSupport Full time
L2 Support Specialist Job Description

Algomus is seeking a highly skilled L2 Support Specialist to join our team. This role involves providing tier 2 technical support to customers, researching and diagnosing complex data issues, and collaborating with cross-functional teams to resolve software bugs and data inconsistencies.

  • Advanced Troubleshooting

The ideal candidate will have experience in troubleshooting complex data issues between different data sources and application user workflows. They will analyze data to identify root causes of problems and collaborate with engineering teams to resolve software bugs and data inconsistencies.

  • Customer Support

This role requires excellent communication and interpersonal skills, with the ability to communicate effectively with clients to understand their problems and provide timely resolutions. The successful candidate will also be able to document and follow up on customer issues to ensure satisfaction.

  • Data Management

The L2 Support Specialist will oversee data imports, exports, and integrations between systems, ensuring data accuracy and integrity across different platforms. They will also perform data validation and cleansing as needed, and assist in access requests and deploying new reports to PowerBI.

  • System Monitoring and Maintenance

This role involves monitoring automated master pipeline, inbound/outbound data feeds, job queue management, and customer files. The successful candidate will perform routine system checks and maintenance tasks to ensure optimal performance, and update and maintain knowledge base articles and documentation related to data support.

  • Collaboration and Communication

The L2 Support Specialist will work closely with cross-functional teams, including Development, QA, services, and Product Management, to address data-related issues. They will provide feedback and insights on data-related features and application improvements, and participate in meetings to discuss ongoing issues and solutions.

  • Training and Knowledge Sharing

This role involves training L1 support staff on advanced data troubleshooting techniques, sharing knowledge and best practices with the team, and staying updated on industry trends and best practices in data management and SaaS solutions.

  • Reporting and Analysis

The successful candidate will generate reports on data issues, trends, and resolution metrics, analyze data to identify recurring problems, and suggest preventive measures. They will also contribute to internal documentation and process improvement initiatives.

Requirements:
  • Education & Experience

A 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 demand planning applications.

  • Technical Skills

Proficiency in SQL and other data query languages, experience with Azure DevOps ticketing tool or similar applicable tool, familiarity with supply chain management concepts and software, and experience with customer support ticketing systems such as Happy Fox, Zendesk, etc.

  • Soft Skills

Strong problem-solving and analytical skills, excellent communication and interpersonal abilities, and the ability to work independently and manage multiple priorities.

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