Description
We are looking for a highly analytical Tier-2 Support Expert to act as the main escalation point for our Bright Insights team. You will investigate data anomalies, collaborate closely with R&D, and deliver high-quality, tailor-made technical resolutions to leading global brands.
Responsibilities
- Handle complex unresolved issues from Tier-1 involving APIs, data pipelines, and dashboards.
- Reproduce bugs, conduct root-cause analysis for data discrepancies, and document technical findings.
- Work closely with R&D, Product, and CS to prioritize bug fixes and drive systemic improvements.
- Provide clear, professional technical guidance to enterprise clients while meeting strict SLAs.
- Create and maintain internal Knowledge Base articles and troubleshooting runbooks.
Requirements
- 3+ years in a Tier-2 or similar technical support / customer-facing role.
- Hands-on experience with SQL, Python, and Excel.
- Experience with ticketing systems (e.g., Zendesk, Jira, Monday).
- Proven ability to work with APIs (read docs, test endpoints) and BI platforms/dashboards.
- Excellent English - spoken and written.
- Familiarity with eCommerce, retail analytics, or digital shelf concepts - Advantage.
