Position: Production Support – Data & Reporting
You will be part of a globally distributed team of Support Analysts providing follow-the-sun coverage across AMR, EMEIA, and APAC regions. In 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, businesslogic, pipeline behavior, and differences in reporting structures between Consumer and Institutional Sales.
· Operate a Tiered Support Model: Function as Tier 1 support for requests thatcannot be resolved through automation — including missing or incorrect datainvestigations, cross-report discrepancies, metric interpretation, and platformlogic clarification. Function as Tier 2 oversight for automated workflows(Slack forms, Accord bot, HCL), intervening when automation fails, requests areincomplete, or unusual patterns require manual review.
· Manage the Slack Support Workflow: Monitor and triage incomingSlack support requests across five categories — Access Requests, Report DataInaccuracy, Report Other Problems, Enhancement Requests, and general questions— ensuring accurate categorization, timely response, and clear user communicationincluding request status and resolution ETA.
· Conduct Data Investigation & Reconciliation: Investigate and resolvecomplex 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 thePlatform 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.
MinimumQualifications
· Experience in Sales or Channel Performance reporting and related metrics and KPIs, ideally within a technology company.
· Demonstrated ability to support business-critical BusinessIntelligence 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 abilityto translate technical findings into clear business language.
· Bachelor's degree or equivalent experience required.
PreferredQualifications
· Familiarity with B2B and B2C sales reporting structures, includingInstitutional 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 exceptionhandling 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.
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