Tier-2 Support Expert - Bright Insights in United States at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Tier-2 Support Expert - Bright Insights based in United States.

This role offers the opportunity to support a cutting-edge AI-powered eCommerce intelligence platform used by leading global businesses.
You will act as a key technical escalation point, solving complex customer challenges and ensuring reliable product experiences.
The position combines technical troubleshooting, data analysis, and cross-functional collaboration with engineering and product teams.
You will investigate issues across dashboards, data pipelines, APIs, and analytics workflows while helping improve platform performance.
This is an ideal opportunity for a technically curious professional who enjoys solving problems and driving meaningful customer outcomes.
You will work in a fast-paced environment where ownership, analytical thinking, and continuous improvement are highly valued.

As a Tier-2 Support Expert, you will take ownership of advanced technical issues, collaborating with internal teams and customers to deliver timely, accurate solutions. You will help improve support processes, identify recurring challenges, and contribute to product enhancements through data-driven insights.

• Serve as the escalation point for complex technical and product-related issues beyond Tier-1 support capabilities, including platform dashboards, data pipelines, APIs, alerts, and AI-driven insights.
• Investigate, reproduce, and resolve product bugs, data discrepancies, and platform anomalies while documenting findings clearly.
• Perform root cause analysis on data accuracy issues, pipeline failures, and reporting inconsistencies across multiple eCommerce environments.
• Collaborate with engineering, product, data, project management, and customer success teams to prioritize issues and drive resolutions.
• Communicate technical findings, troubleshooting steps, and solutions effectively to customers and internal stakeholders through written and verbal channels.
• Create and maintain knowledge base resources, troubleshooting guides, and operational documentation to improve team efficiency.
• Identify recurring issues and proactively recommend improvements to product functionality, processes, and customer experience.
• Support global clients by understanding their business needs and providing relevant technical guidance while meeting service-level commitments.

The ideal candidate is a technically skilled and analytical support professional with experience troubleshooting complex data-driven products and working directly with customers. You should be comfortable investigating technical issues independently while collaborating across multiple teams in a fast-moving environment.

• 3+ years of experience in Tier-2 technical support, customer-facing engineering, or a similar technical support role.
• Strong hands-on experience with SQL, Python, and Excel for data analysis, troubleshooting, and investigation.
• Excellent analytical and problem-solving abilities, with the ability to investigate data issues, logs, and platform behavior in depth.
• Experience working with data analytics solutions, dashboards, business intelligence platforms, or data-driven products.
• Familiarity with eCommerce, retail analytics, digital shelf concepts, pricing intelligence, assortment analysis, or market share tracking is a strong advantage.
• Experience working with APIs, including reading API documentation, testing endpoints, and troubleshooting integration issues.
• Ability to understand technical documentation and independently diagnose complex problems.
• Strong written and verbal communication skills in English, with the ability to interact professionally with global enterprise customers.
• Customer-focused mindset with strong ownership, organization, accountability, and a proactive approach to problem-solving.
• Experience using ticketing and project management tools such as Zendesk, Jira, Monday, or similar platforms.

• Opportunity to work with advanced AI-powered technology and data intelligence solutions.
• Remote work flexibility within the United States.
• Exposure to global customers, complex technical challenges, and large-scale data environments.
• Collaborative culture with close interaction across support, engineering, product, and customer success teams.
• Opportunities to develop technical expertise and expand knowledge in analytics, APIs, and AI-driven products.
• A dynamic environment focused on innovation, ownership, and continuous improvement.