Lead and support the Data and Analytics Support Desk function, providing both technical leadership and day-to-day guidance to analysts and team members
Act as a player-coach, maintaining hands-on involvement in complex support cases while mentoring and developing the team
Serve as a senior escalation point for advanced SQL, ETL/ELT, data warehouse, and BI-related issues
Drive high-quality resolution of complex data platform issues, ensuring strong technical standards across all work
Coach and mentor team members to deepen technical expertise, improve troubleshooting approaches, and grow professionally
Own prioritization and triage of high-impact incidents, ensuring efficient routing and resolution
Drive SLA adherence while maintaining a high bar for technical accuracy and quality
Conduct root cause analysis (RCA) on recurring data defects and partner with Engineering and Product on structural improvements
Ensure clear, proactive, and technically sound communication with clients throughout issue resolution
Partner cross-functionally with Engineering, Product, and Customer Success to address systemic platform issues
Identify trends, risks, and opportunities to improve platform performance, reliability, and scalability. Partner with the Head of Support Services to implement structural improvements and elevate service quality.
Contribute to documentation, best practices, and knowledge sharing to reduce recurring issues
Support operational tooling (PagerDuty, Jira, etc.) to ensure effective incident management and reporting
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.
8-10+ years of experience in data, analytics, or BI platform environments
Experience leading or mentoring technical teams within data or analytics functions
Strong customer-facing experience with the ability to communicate technical concepts clearly
Advanced SQL expertise (complex joins, CTEs, query optimization, performance tuning)
Hands-on experience debugging ETL/ELT pipelines using SQL and/or Python
Experience with modern cloud data warehouses (Snowflake preferred; Databricks, Redshift acceptable)
Experience working within AWS environments
Experience with dbt
Strong analytical thinking and structured problem-solving approach in complex data environments
Ability to balance people leadership with hands-on technical ownership
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 in SaaS or managed services models

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLETLELTdata warehouseBIPythoncloud data warehousesdbtroot cause analysisincident management

Soft Skills

technical leadershipmentoringcommunicationanalytical thinkingproblem-solvingrelationship skillsteam collaborationcustomer-facing experienceperformance managementprioritization

Certifications

Bachelor’s DegreeMaster’s Degree