Manager, Analytics Platform Support
Job Description:
- Lead and oversee the Data and Analytics Support Desk function, managing analysts, engineers, technical account managers, and ArkaIndia technical analysts to ensure high quality resolution of complex BI and data platform issues.
- Maintain hands-on involvement in support cases, directly contributing to ticket resolution where technical depth or escalation expertise is required. Operates as a player coach.
- Manage, mentor, and coach team members, fostering continuous learning, technical depth, accountability, and professional growth.
- Own prioritization and triage of support issues, with emphasis on high impact data, BI, and platform related incidents. Ensure complex tickets are routed appropriately and resolved with urgency.
- Drive SLA adherence while maintaining strong technical standards across SQL troubleshooting, dashboard enhancement and validation, data model integrity, ELT/ETL pipeline reliability, and platform performance.
- Serve as the highest level technical escalation point for complex data warehouse and analytics platform issues. Diagnose and remove technical blockers to accelerate resolution.
- Ensure clear, proactive, and technically sound communication with clients at all stages of issue management.
- Oversee operational tooling including PagerDuty, Smartsheet, Jira Service Desk, and NetSuite to ensure effective incident management, tracking, and reporting.
- Develop and enhance customer facing support resources such as FAQs, known issues documentation, and BI best practices to reduce recurring defects and improve platform stability.
- Lead cross functional technical reviews with Engineering, Product, and Customer Success to address systemic data issues, platform defects, and performance trends.
- Identify risks, recurring patterns, and opportunities for process optimization. Partner with the Head of Support Services to implement structural improvements and elevate service quality.
- Act as a trusted technical advisor to internal teams and customers on BI architecture, data integrity, and analytics platform best practices.
- Participate in hiring, onboarding, workforce planning, and performance management.
- Additional responsibilities as assigned.
Requirements:
- Bachelor’s or Master’s Degree in Computer Science, Engineering, or a related field.
- 10+ years of experience in data, analytics, or BI platform environments, including leadership of technical teams supporting analytics systems and SaaS platforms
- Demonstrated leadership of Data engineers and BI analysts or technical support teams operating within data warehouses and BI ecosystems
- Customer Service experience in a customer facing role is a must
- Financial services experience
- Advanced SQL expertise required, including complex joins, CTEs, query optimization, and performance tuning in large-scale warehouse environments.
- Hands-on experience debugging data transformations and ETL/ELT logic using SQL and/or Python.
- Deep experience working with modern cloud data warehouses (Snowflake strongly preferred; Databricks, Redshift, or similar acceptable).
- Experience working within AWS environments
- Experience with dbt
- Strong analytical thinking and structured problem-solving approach in high-complexity data environments
- Ability to balance people leadership with hands-on technical oversight
- Comfortable challenging architectural decisions and driving continuous platform improvement
- Experience conducting root cause analysis (RCA) on data defects and partnering with engineering teams to implement structural fixes.
- Demonstrated relationship skills. Works seamlessly externally (customers) and internally (Technical and customer success teams)
- Incident management experience for SLA driven environments
- Experience leading distributed teams such as US and India
- Familiarity with ticketing and operational tooling such as Jira or PagerDuty
- Experience in SaaS or managed services models
Preferred Experience
• Certified AWS Cloud practitioner, Developer or Solutions Architect
- Certified SnowPro Core Certification – Core level
- Experience managing remote teams outside of the US
- Experience with Slack, Jira, Confluence, and Jira Service Desk
- Experience supporting analytics solutions within fintech, financial services, or regulated data environments preferred
Benefits:
- A flexible remote work policy with optional access to our Portland, Maine office
- A 4-day workweek after 3 years of service
- Generous paid time off, including 11 holidays
- Medical, disability, life insurance, and optional dental/vision
- 401(k) retirement plan with company match
- Training & certification reimbursement
- Milestone recognition programs, annual PTO increases, and more