Profitero

Senior Director of Data Engineering – Support Operations

Profitero

full-time

Posted on:

Location Type: Hybrid

Location: Wokingham • United Kingdom

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Job Level

Senior

Tech Stack

SQL

About the role

  • Lead a team of tech support engineers to triage customer reported issues and identify potential root causes
  • Solve complex, multifaceted technical problems working with the appropriate engineering teams
  • Improve service level efficiencies through process refinements and workflow optimizations
  • Convey timely status on escalated issues
  • Report metrics on quality trends
  • Partner closely with the client success, product, and engineering teams to arrive at creative solutions to address issues, while striving for a timely turnaround, adhering to internal and customer SLAs.

Requirements

  • 10+ years of experience leading engineering teams in the delivery of SaaS products or data-intensive applications
  • 5+ years of development experience either building or supporting maintenance/sustenance for web applications or data products
  • 3+ years of technical support experience in enterprise B2B applications that feature analytics and data products
  • 5+ years of management experience (will manage a team of 80+)
  • Hands-on experience with writing SQL queries and building JIRA dashboards
  • Expert in JIRA and Zendesk workflow and support processes
  • Confident using metrics and KPIs to drive efficiencies and productivity improvements
  • Skilled at communicating to business and commercial teams
  • Possess a high “do to say ratio” and value “achievement over activity”
Benefits
  • competitive director base salary
  • attractive bonus
  • employee healthcare
  • life assurance
  • group income protection
  • dental care plan
  • eye care scheme
  • 24 hour on-line GP
  • company pension
  • cycle to work scheme
  • 25 days off + bank holidays + birthdays off
  • reduced gym membership
  • social events
  • employee referral scheme
  • personal development plans
  • Profitero Hero scheme
  • flexible working hours
Applicant Tracking System Keywords

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

Hard Skills & Tools
SQLweb applicationsdata productstechnical supportSaaSanalyticsmetricsKPIsworkflow optimizationprocess refinement
Soft Skills
leadershipcommunicationproblem-solvingteam managementcollaborationcreativityefficiency improvementcustomer focusachievement orientationstatus reporting