Senior Data Support Specialist

3 days ago


Remote, Czech Republic Matrix Global Services Full time
About the Role

We are seeking a highly skilled Senior Data Support Specialist to join our Technical Support team within Matrix Global Services' R&D department. This role demands exceptional communication skills for high-level professional interactions with our B2B customers.

Key Responsibilities:
  • End-to-End Ownership: Efficiently manage and resolve technical support tickets by investigating, identifying, and solving root causes.
  • Customer Interaction: Act as the first point of contact for customers, providing expert-level technical support via various channels.
  • Incident Management: Handle production incidents on our websites and internal infrastructure, assessing issue severity from both technical and business perspectives. Escalate unresolved issues to internal R&D teams while ensuring timely updates to customers and maintaining ownership until resolution.
  • Monitoring and Reporting: Serve as the R&D and Data focal point for production system monitoring and health checks. Deliver periodic performance insight reports to relevant stakeholders.
  • On-Call Support: Be prepared to support priority production incidents during offline hours to ensure seamless operations.

Requirements:

  • A minimum of 2 years experience in Tier 1-2 technical support roles, with a strong focus on B2B interactions.
  • Experience with ETL and BI tools such as Tableau.
  • Knowledge of SQL scripting (Snowflake, MySQL, Athena, MongoDB).
  • Proven ability to take complete ownership from initial report to full resolution, ensuring customer satisfaction and adherence to SLAs.
  • Understanding of web technologies: HTML, CSS, JavaScript, TypeScript, etc.
  • Basic knowledge of troubleshooting performance issues in a distributed microservices environment.
  • Experience with monitoring and logging tools such as Datadog, Grafana, Kibana, and CloudWatch.
  • Familiarity with tools like Google AdWords/Analytics is beneficial.


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