About the Company

Job Overview

We are seeking an experienced Technical Support Analyst to join our Customer Support team. This role is dedicated to the management and delivery of customer reporting and data requests for our SaaS platform.

The successful candidate will become the technical owner of all Google BigQuery (GBQ) and Metabase requests raised by customers. They will work closely with the Customer Support and Business teams to analyse reporting requirements, develop SQL queries, create dashboards, validate data, and deliver high-quality reporting solutions.

This is a technical, data-focused role rather than a traditional helpdesk position. We are looking for someone who enjoys working with data, solving analytical problems, and delivering accurate reporting solutions to customers.

Responsibilities

• Own all customer reporting requests relating to Google BigQuery (GBQ) and Metabase.

• Analyse customer reporting requirements and translate them into accurate SQL queries, reports and dashboards.

• Develop, maintain and optimise SQL queries to deliver reliable and efficient reporting solutions.

• Create, modify and maintain customer dashboards and visualisations in Metabase.

• Validate data accuracy and investigate discrepancies to ensure high-quality reporting outputs.

• Manage reporting-related support tickets in Freshdesk, ensuring work is completed within agreed SLA targets.

• Troubleshoot reporting issues and collaborate with the Development team to resolve product defects where required.

• Communicate effectively with the Customer Support team, providing clear updates on request progress and expected delivery times.

• Build and maintain reusable SQL queries, report templates and internal documentation to improve efficiency and consistency.

• Identify opportunities to automate recurring reporting requests and enhance customer self-service capabilities.

• Contribute to the continuous improvement of reporting processes, documentation and knowledge sharing across the support team.

• Deliver a high standard of customer service while managing multiple priorities in a fast-paced SaaS environment.

Requirements

Must-have:

• Minimum 5 years' professional experience writing and optimising SQL in a production environment.

• Expert SQL skills with a strong understanding of relational databases, data modelling and query optimisation.

• Experience writing SQL for Google BigQuery or another cloud data warehouse platform.

• Experience developing data pipelines and/or ETL jobs.

• Experience creating and maintaining reports and dashboards using business intelligence tools (e.g. Metabase, Power BI, Looker Studio or similar).

• Strong analytical, troubleshooting and problem-solving skills with excellent attention to detail and data validation.

• Metabase administration (permissions, sandboxing, upgrades). 

• Ability to interpret business requirements and translate them into accurate, efficient reporting solutions.

• Experience supporting enterprise SaaS applications or business-critical software platforms.

• Fluency in and excellent written English, communication and stakeholder management skills, with the ability to work independently while delivering outstanding customer service.

Nice-to-have:

• Experience with MySQL.

• Experience with Google Cloud Dataform.

• Experience using Freshdesk or similar service desk platforms.

• Familiarity with Jira or similar issue tracking systems.

• regulated-environment experience and data-handling responsibilities.

• Full-time Contractor.

• Monday to Friday.

• Working hours aligned to Indian Standard Time (IST).

• Remote working.

• Regular interaction with colleagues based in Europe, India and North America.

Why us?