Description
We are seeking a highly motivated, technically skilled, and analytically minded Tier-2 Support Manager to join the Bright Insights team - Bright Data's AI-powered eCommerce intelligence platform used by leading global brands, retailers, and marketplaces.
In this role, you will serve as the escalation point for complex technical and product-related issues that go beyond Tier-1 capabilities. You will work closely with Tier-1 support agents, R&D, Product, Project managers and Customer Success teams to diagnose, investigate, and resolve advanced issues - ensuring a seamless and high-quality experience for our clients.
While you'll be part of a collaborative team, you must also be independent, responsible, and accountable in managing escalated customer inquiries and delivering timely, accurate resolutions.
Strong analytical skills, professionalism, proactive problem-solving, and a deep understanding of data products are essential, as is the ability to quickly learn and apply technical knowledge in a fast-moving environment.
Responsibilities
- Serve as the escalation point for Tier-1 support managers, handling complex and unresolved issues related to the Bright Insights platform (dashboards, data pipelines, AI-driven insights, alerts, and APIs)
- Independently investigate and reproduce product bugs, data discrepancies, and platform anomalies - and document findings clearly
- Conduct root cause analysis on data accuracy issues, pipeline failures, and dashboard inconsistencies across eCommerce platforms and geographies
- Collaborate closely with R&D, Product, and Data Engineering teams to triage, prioritize, and follow through on bug reports and feature gaps
- Communicate technical findings and solutions clearly to customers and internal stakeholders via written and verbal channels (email, tickets, calls)
- Create and maintain internal knowledge base articles, runbooks, and troubleshooting guides to improve team efficiency
- Identify recurring issues and proactively surface them to Product and R&D to drive systemic improvements
- Interact with clients across global markets, understanding their business context to provide the most relevant and actionable guidance
- Commitment to solve client issues on time and SLA
Requirements
- 3+ years of experience in a Tier-2 or similar technical support / customer-facing technical role
- Working experience SQL and python and excel is a must
- Strong analytical and investigative skills - ability to dig deep into data issues, logs, and platform behavior
- Familiarity with online data analytics in areas such as travel, eCommerce, retail analytics, or digital shelf concepts (pricing, assortment, market share, SKU tracking) - a significant advantage
- Proficiency with data tools - working with spreadsheets, dashboards, and/or BI platforms
- Experience working with APIs - ability to read API documentation, test endpoints, and troubleshoot integration issues
- Strong technical skills and orientation, including the ability to read technical documentation and troubleshoot complex issues independently
- Excellent and effective spoken & written business communication skills in English - able to engage professionally with global enterprise clients
- Customer oriented, accountable, organized, fast learner, with a quick delivery mentality
- Experience with ticketing systems (e.g., Zendesk, Jira, Monday)
- Ownership and “can do” attitude.
