Bi L3 Support Lead

Bi L3 Support Lead

Onsite to Foster City CA

Full Time

Primary (Must have skills) -

• 4+ years of experience in: Tableau, Spotfire, Power BI
• Basic knowledge of ThoughtSpot BI tool
• 4+ years of experience experience in ITSM tools, ServiceNow
• 4+ years of experience Experience with Python or R for data analysis
• 4+ years of experience Support Tableau, Power BI, ThoughtSpot, and Spotfire by handling escalated dashboard failures, validating complex data refresh problems, and performing deeper front-end and query-level troubleshooting.
• Manage escalated incidents and operational tasks in BI, ThoughtSpot, and Spotfire environments using Jira and Azure DevOps, ensuring timely resolution and communication.
• Conduct detailed triage for PostgreSQL and Starburst environments, resolving performance issues, data inconsistencies, and availability gaps.

Why This Role Matters

We are seeking a skilled and motivated Dashboard Resource Experience with Python or R for data analysis / Support Tableau, Power BI, ThoughtSpot, and Spotfire by handling escalated dashboard failures, validating complex data refresh problems, and performing deeper front-end and query-level troubleshooting.

Job Description of Role

• Provide L2/L3 technical support for Tableau, Power BI, Spotfire, and ThoughtSpot, including dashboard failures, data refresh issues, and performance problems.
• Perform deep-dive troubleshooting across front-end, queries, data sources, and integrations to identify and resolve complex BI issues.

• Monitor and manage escalated incidents, service requests, and operational activities using ServiceNow, Jira, and Azure DevOps.
• Conduct detailed triage and troubleshooting of PostgreSQL and Starburst environments, addressing performance, data consistency, and availability issues.
• Validate complex data refreshes, dashboards, reports, and underlying data to ensure accuracy and reliability.
• Use Python/R for data analysis, troubleshooting, validation, and automation where required.

Soft skills / other skills - To be Evaluated by Hiring Manager

• Communication Skills: Communicate effectively with internal and customer stakeholders. Communication approach: verbal, emails and instant messages.
• Interpersonal Skills: Strong interpersonal skills to build and maintain productive relationships with team members. Provide constructive feedback during code reviews and be open to receiving feedback on your own code.
• Problem-Solving and Analytical Thinking: Capability to troubleshoot and resolve issues efficiently. Analytical mindset.
• Task / Work Updates: Prior prior experience in working on Agile/Scrum projects with exposure to tools like Jira/Azure DevOps. Provides regular updates, proactive and due diligent to carry out responsibilities.

What Success Looks Like (6-12 Months) - Expected Outcome

• Resolve issues promptly with accurate RCA and permanent fixes. Work on the adhoc script updates as requested by business.
• Maintain high-quality configurations, workflows, and documentation.
• Support seamless release cycles through effective testing and deployment readiness.
• Apply data visualization best practices to improve dashboard usability, accuracy, and performance.
• Collaborate with application, data engineering, and business teams to resolve issues and ensure timely communication and closure.
• Participate in Agile/Scrum ceremonies, operational reviews, and continuous improvement initiatives.
• Develop and maintain knowledge articles, troubleshooting guides, and support documentation for recurring BI issues.

Secondary Skills (Good to have)

• Participate in Agile/Scrum ceremonies, operational reviews, and continuous improvement initiatives.
• Develop and maintain knowledge articles, troubleshooting guides, and support documentation for recurring BI issues.
• Demonstrate working knowledge of ThoughtSpot and ability to support the platform as part of the BI ecosystem.

Why Join Us

• Join a dynamic support team working on enterprise-grade applications, offering opportunities to build strong technical and functional expertise.
• Gain hands-on experience in incident management, monitoring tools, and ITIL-based processes while contributing to high-impact business operations.
• Be part of a well-structured AMS support environment with defined processes, SLAs, and best practices. Work in a collaborative team that values operational excellence, continuous improvement, and professional development.