Production Support – Data & Reporting

Description:

You will be part of a globally distributed team of Support Analysts providing follow-the-sun coverage across AMR EMEIA and APAC this role you will:
Deliver Cross-Platform Subject Matter Expertise: Develop and maintain deep working knowledge across two reporting platforms - Horizon (Total/B2C Consumer Markets) and Business & Education 360 (B2B) - including data definitions business logic pipeline behavior and differences in reporting structures between Consumer and Institutional Sales.
Operate a Tiered Support Model: Function as Tier 1 support for requests that cannot be resolved through automation - including missing or incorrect data investigations cross-report discrepancies metric interpretation and platform logic clarification. Function as Tier 2 oversight for automated workflows (Slack forms Accord bot) intervening when automation fails requests are incomplete or unusual patterns require manual review.
Manage the Slack Support Workflow: Monitor and triage incoming Slack support requests across five categories - Access Requests Report Data Inaccuracy Report Other Problems Enhancement Requests and general questions - ensuring accurate categorization timely response and clear user communication including request status and resolution ETA.
Conduct Data Investigation & Reconciliation: Investigate and resolve complex data questions including reconciling metric discrepancies between Horizon and B&E 360 validating report accuracy diagnosing unexpected reporting behavior and identifying data pipeline or logic issues. Determine whether an issue reflects user misunderstanding expected platform behavior data latency or a true defect requiring escalation.
Guide Users on Data Interpretation: Provide clear accurate explanations of metric definitions data availability reporting limitations and platform-specific logic to ensure users correctly interpret data across both B2C and B2B ecosystems.
Ensure Operational Continuity & Escalation: Collaborate with the Platform Operations Lead Data Engineering (GBI) and Reporting Product Owners to escalate platform defects broken data pipelines and systemic reporting issues. Support executive-level inquiries requiring deeper analysis.

Minimum Qualifications

• Experience in Sales or Channel Performance reporting and related metrics and KPIs ideally within a technology company
• Demonstrated ability to support business-critical Business Intelligence platforms in an operational capacity
• Experience querying data sources to investigate validate and explain data to business users
• Experience working with BI platforms and tools such as Tableau ThoughtSpot Business Objects or equivalent
• Ability to manage concurrent support requests across multiple platforms and time zones with consistent quality and responsiveness
• Strong written and verbal communication skills with the ability to translate technical findings into clear business language
• Bachelors degree or equivalent experience required

Preferred Qualifications

• Familiarity with B2B and B2C sales reporting structures including Institutional Sales Consumer Channel metrics and related data definitions such as ICDF
• Experience operating within automated support workflows (e.g. Slack-based intake chatbots or ticketing systems) and managing exception handling when automation is insufficient
• Ability to work effectively in a globally distributed team model with regional handoff requirements and follow-the-sun coverage expectations
• Knowledge of data pipeline concepts sufficient to distinguish between data latency logic errors and platform defects during investigation
• Experience collaborating with engineering and product teams to escalate document and track resolution of platform issues