Responsibilities
Investigate and resolve complex customer production issues related to decision models, Modeling, recommendations, data ingestion, and business processes.
Analyze model execution, recommendation generation, data transformations, and platform behavior to identify root causes.
Triage and prioritize high-priority customer issues while ensuring timely communication and resolution.
Work closely with Engineering and Product teams to drive permanent fixes and platform improvements.
Develop deep expertise in customer implementations and become an SME for specific platform capabilities.
Perform impact analysis and validate fixes before deployment.
Create and maintain troubleshooting guides, runbooks, and knowledge base articles.
Proactively identify recurring issues and recommend improvements to reduce support volume.
- Support root cause analysis (RCA) activities and contribute to continuous improvement initiatives.
- About You
- Bachelor's or Master's degree in Computer Science, Engineering, Information Systems, or a related field.
4+ years of experience in enterprise application support, data analytics, business intelligence, modeling, or related areas.
Strong SQL skills and experience analyzing large datasets.
Experience troubleshooting data pipelines, ETL processes, data models, or analytics platforms.
Strong analytical and problem-solving skills with the ability to diagnose complex production issues.
Ability to understand business processes and translate technical findings into actionable insights.
Experience working with logs, monitoring tools, and debugging distributed systems.
Excellent communication and stakeholder management skills.
Passion for becoming a subject matter expert and driving customer success.
Willingness to learn new technologies and business domains.
- Leverage AI-assisted engineering tools such as Claude, ChatGPT, Cursor, and similar technologies to accelerate troubleshooting, root cause analysis, documentation, and productivity.
- Preferred Qualifications
- Experience with enterprise planning, supply chain, finance, procurement, or operational business processes.
Familiarity with Python, Java, or scripting languages.
Experience with cloud platforms, data warehouses, and analytics tools.
Knowledge of decision intelligence, AI/ML, or optimization concepts is a plus.
