Analyze and solve problems at their root, stepping back to understand the broader context Establish, meet and monitor SLAs for support issues in conjunction with the rest of the teams
Interface with customers, understand their requirements and deliver complete data solutions
Triage many possible courses of action in a high-ambiguity environment, making use of both quantitative analysis and business judgment
Address and effectively manage sensitive issues and manage escalations from business teams
Build and maintain effective internal relationships, specifically with Engineering, Site Reliability Engineering, Client Support Managers and Ad Operations to help identify, report, and resolve issues quickly
Get into the details of the various issues that could occur and troubleshoot the data processing big data jobs, trace requests by analyzing logs, figuring out if the issue is a software issue or data issue.
Strong interpersonal skills with a customer success orientation (i.e., patience and calm under the pressure of solving real-time customer issues)
Strong written and verbal communication skills. Excellent ability to present complex technical information in a clear and concise manner to a variety of audiences, including non-technical
Experience with Big Data technologies such as Kafka.