Role Overview
We are seeking a highly capable Support Analyst – Production Support (Data & Reporting) to join a globally distributed support team providing follow‑the‑sun coverage across AMR, EMEIA, and APAC regions.
This role is critical to ensuring the reliability, accuracy, and effective use of enterprise-wide reporting platforms, supporting both B2C (Consumer Markets) and B2B (Business & Education) reporting ecosystems. The Support Analyst will act as a frontline and escalation resource, resolving complex data issues, guiding users on data interpretation, and collaborating with engineering and product partners to maintain operational excellence across reporting platforms.
Key Responsibilities
- Develop and maintain deep working knowledge of two core reporting platforms:
- Horizon (Total / B2C Consumer Markets)
- Business & Education 360 (B&E 360) (B2B reporting)
- Understand and apply platform-specific data definitions, business logic, pipeline behavior, and reporting structures
- Identify and explain differences in metrics, logic, and reporting outcomes between Consumer and Institutional Sales
- Act as Tier 1 Support for complex requests not resolved through automation, including:
- Missing or incorrect data investigations
- Cross-report or cross-platform discrepancies
- Metric definition and logic interpretation
- Clarification of expected vs. unexpected platform behavior
- Provide Tier 2 Oversight for automated support workflows (e.g., Slack forms, Accord bot, HCL):
- Intervene when automation fails, requests are incomplete, or atypical patterns require manual investigation
- Monitor and triage incoming Slack support requests across five defined categories:
- Access Requests
- Report Data Inaccuracy
- Report Other Problems
- Enhancement Requests
- General Questions
- Ensure accurate request categorization, timely responses, and clear communication with users
- Provide transparent updates on request status, investigation progress, and estimated resolution timelines
- Investigate and resolve complex reporting and data questions, including:
- Reconciling metric discrepancies between Horizon and B&E 360
- Validating report accuracy and completeness
- Diagnosing unexpected reporting behavior
- Identifying upstream data pipeline, transformation, or logic issues
- Determine root cause, distinguishing between:
- User misunderstanding
- Expected platform behavior
- Data latency or refresh timing
- True defects requiring escalation
- Provide clear, accurate explanations of:
- Metric definitions and calculation logic
- Data availability and refresh cycles
- Reporting limitations and known nuances
- Platform-specific behaviors
- Enable users to correctly interpret and trust data across both B2C and B2B reporting environments
- Collaborate closely with the Platform Operations Lead, Data Engineering (GBI), and Reporting Product Owners
- Escalate platform defects, broken data pipelines, and systemic reporting issues with clear documentation and evidence
- Support executive-level and high-priority inquiries requiring deeper analysis and contextual explanation
- Contribute to knowledge base documentation and continuous improvement of support processes
Minimum Qualifications
- 3-5 years of experience in Sales, Channel Performance, or Commercial Reporting, including relevant KPIs and metrics, preferably within a technology-driven organization
- Proven experience supporting business-critical Business Intelligence platforms in an operational or production support capacity
- Hands-on experience querying data sources to investigate, validate, and explain data issues to business users
- Experience with BI tools such as Tableau, ThoughtSpot, Business Objects, or equivalent reporting platforms
- Ability to manage multiple concurrent support requests across platforms, time zones, and regions with consistent quality and responsiveness
- Strong written and verbal communication skills with the ability to translate technical findings into clear business language
- Bachelor's degree or equivalent practical experience
