Manager, Analytics Platform

Manager, Analytics Platform Support

Department: Arkalytics - Support

Employment Type: Full Time

Location: Remote

Compensation: $110,000 - $130,000 / year

Arkatechture is seeking a Manager, Analytics Platform Support to lead the technical support function for the Arkalytics data and analytics platform. This role oversees analysts, engineers, technical account managers, and technical data analysts across US and India locations who support the Arkalytics platform. The Manager serves as the highest level technical escalation point for complex SQL, ETL/ELT pipelines, data warehouse, and BI related issues, ensuring strong technical standards across troubleshooting, data model integrity, dashboard validation, and overall platform performance and reliability.

This is not a traditional service desk role. The ideal candidate brings deep, hands‑on experience with modern analytics platforms such as Snowflake, Tableau or Power

BI and can diagnose issues across ingestion, transformation, warehouse, and visualization layers. In addition to driving SLA performance and operational rigor, this leader conducts root cause analysis on recurring data defects, partners closely with Engineering and Product to address structural gaps, and serves as a trusted technical advisor to both customers and internal stakeholders to ensure long‑term platform stability, reliability, and scalability.

• 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

• Lead and oversee the Data and Analytics Support Desk function, managing analysts, engineers, technical account managers, and Arka India 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 Pager Duty, Smartsheet, Jira Service Desk, and Net Suite 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.

• 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…