Production Support - Data & Reporting

Title: Production Support - Data & Reporting

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