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, business logic, pipeline behavior, and differences in reporting structures between Consumer and Institutional Sales.
Operate a Tiered Support Model: Function as Tier 1 support for requests that cannot be resolved through automation — including missing or incorrect data investigations, cross-report discrepancies, metric interpretation, and platform logic clarification. Function as Tier 2 oversight for automated workflows (Slack forms, Accord bot, HCL), intervening when automation fails, requests are incomplete, or unusual patterns require manual review.
Manage the Slack Support Workflow: Monitor and triage incoming Slack support requests across five categories — Access Requests, Report Data Inaccuracy, Report Other Problems, Enhancement Requests, and general questions — ensuring accurate categorization, timely response, and clear user communication including request status and resolution ETA.
Conduct Data Investigation & Reconciliation: Investigate and resolve complex 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 the Platform 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.
Minimum Qualifications
Experience in Sales or Channel Performance reporting and related metrics and KPIs, ideally within a technology company.
Demonstrated ability to support business-critical Business Intelligence 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 ability to translate technical findings into clear business language.
Bachelor's degree or equivalent experience required.
Preferred Qualifications
Familiarity with B2B and B2C sales reporting structures, including Institutional 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 exception handling 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.
