L2 Support Engineer , Data Operations

Role & Responsibilities Pipeline Monitoring & Issue Management

• Monitor and manage data processing pipelines, calculation jobs, and statuses of internal automated processes on a daily basis
• Track and manage all open service issues and support cases in Jira, ensuring full visibility and accountability across the team
• Execute corrective actions promptly to resolve data discrepancies or process‑related failures

• Act as the primary L2 technical contact triage, investigate, and resolve client-reported issues within defined SLAs
• Provide timely, accurate updates to clients on issue status, progress, and estimated resolution timelines
• Follow up with clients post‑resolution to confirm issue closure and ensure satisfaction
• Translate complex technical issues into clear, user‑friendly language for both technical and non‑technical stakeholders

• Escalate unresolved or high‑impact issues to Engineering and Product teams with proper context and impact analysis
• Collaborate cross‑functionally to keep clients informed about ongoing service processes, incidents, and new features
• Provide management with regular insights into recurring issue patterns and recommend long‑term process improvements

• Create and maintain support documentation, SOPs, FAQs, and asset inventory to enable faster resolution across the team
• Analyse data to identify root causes of issues and contribute to knowledge base articles for self‑service support

Strong SQL skills writing queries, optimising performance, validating data, and troubleshooting data inconsistencies

Working knowledge of HTML, JSON, XPATH, and Regular Expressions for data parsing and pipeline troubleshooting

Advanced Excel and Google Sheets skills complex formulas, pivot tables, and data visualisation charts

Hands‑on experience with Jira for issue tracking and case management

Strong data analysis ability interpret large datasets, identify trends, and extract actionable insights

Excellent written and verbal communication in English (B2 level or above)

Proven ability to manage multiple tasks simultaneously under stringent deadlines

Strong troubleshooting and analytical thinking ability to assess system, business, and user impact

Customer‑first mindset with a commitment to professionalism, even under pressure

Exceptional attention to detail and accuracy in all data‑related tasks

Ability to work both independently and collaboratively across departments

Strong interpersonal, communication, and negotiation skills