Summary: We are seeking a Production Support Analyst specializing in Data Reporting and Business Intelligence (BI) to provide support for critical reporting platforms in a 24/7 global environment. The role requires expertise in BI tools, particularly Tableau, and involves investigating data discrepancies and ensuring accurate reporting for both B2B and B2C users. Candidates should be prepared for shift-based work, including occasional weekends, and must possess strong communication skills to effectively translate technical insights for business stakeholders. The ideal candidate will have over 5 years of experience in Sales and Channel Performance Reporting, with a strong background in managing BI platforms in production. Responsibilities include providing L1/L2 support, performing data validation, and collaborating with various teams to resolve issues and guide users on data interpretation.
Role Overview
We are looking for a Production Support Analyst (Data Reporting / BI) to support business-critical reporting platforms in a 24/7 global support model. The role involves working across multiple BI tools (Tableau, ThoughtSpot, etc.), investigating data issues, and ensuring accurate reporting for business users across B2B and B2C domains. Candidates must be comfortable working in shift-based environments, including occasional weekends (comp-off provided).
Key Responsibilities
- Provide L1/L2 production support for BI reporting platforms
- Investigate data discrepancies, missing data, and reporting issues
- Perform data validation, reconciliation, and root cause analysis
- Manage and triage Slack-based support requests across categories
- Support automated workflows and intervene when needed
- Collaborate with Data Engineering, Product, and Operations teams for escalations
- Guide business users on data interpretation, KPIs, and reporting logic
- Ensure smooth handovers in a global follow-the-sun support model
Required Skills & Experience (5+ Years)
- Experience in Sales / Channel Performance Reporting (B2B/B2C)
- Strong hands-on experience with BI tools (Tableau preferred)
- Ability to query and analyze data for investigation & validation
- Experience supporting business-critical BI platforms in production
- Strong communication skills to translate technical insights into business language
- Ability to manage multiple support requests across time zones
Preferred Skills
- Knowledge of B2B & B2C sales metrics and reporting structures
- Exposure to Slack-based workflows, ticketing systems, or automation tools
- Understanding of data pipelines (latency, logic issues, defects)
- Experience working in globally distributed teams (follow-the-sun model)
- Ability to collaborate with engineering & product teams for issue resolution
Additional Notes
- 24/7 global support environment (shift-based work)
- Weekend work may be required (comp-off provided)
- Strong emphasis on data investigation, reporting accuracy, and stakeholder communication
