Senior ETL and BI Data Support Specialist
2 days ago
At Matrix Global Services, we are committed to delivering exceptional technical support to our B2B customers. We are seeking a highly skilled ETL/BI Technical Support Engineer to join our expanding Technical Support team within the R&D department.
This role demands exceptional communication skills for high-level professional interactions with our clients. Your expertise will be instrumental in maintaining our Service Level Agreements (SLAs) and ensuring robust customer satisfaction.
Responsibilities- Manage and resolve Technical Support tickets efficiently by investigating, identifying, and solving root causes.
- Act as the first point of contact for customers, providing expert-level technical support via email, chat, and phone.
- Handle production incidents on our websites and internal infrastructure, assessing issue severity from both technical and business perspectives.
- Evaluate and escalate unresolved issues to internal R&D teams while ensuring timely updates to customers.
- Maintain ownership until resolution and communicate progress to relevant stakeholders.
Key Skills:
- A minimum of 2 years experience in Tier 1-2 technical support roles, focusing on B2B interactions.
- Proficiency with ETL and BI tools such as Tableau, SQL scripting (Snowflake, MySQL, Athena, MongoDB), and data visualization.
- Proven ability to analyze and troubleshoot performance issues in a distributed microservices environment.
- Familiarity with monitoring and logging tools like Datadog, Grafana, Kibana, and CloudWatch is advantageous.
- Basic knowledge of web technologies: HTML, CSS, JavaScript, TypeScript, etc., is beneficial.
- Demonstrated expertise in troubleshooting technical issues related to ETL and BI systems.
- Strong analytical and problem-solving skills with attention to detail.
- Effective communication and collaboration skills with cross-functional teams.
- Ability to work independently with minimal supervision and prioritize tasks effectively.
- Familiarity with Google AdWords/Analytics is advantageous but not required.
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