Tech Customer Support Expert (Tier 2)

We are looking for a highly analytical Tier-2 Support Expert to act as the main escalation point for our Bright Insights team. You will investigate data anomalies, collaborate closely with R&D, and deliver high-quality, tailor-made technical resolutions to leading global brands.

• Handle complex unresolved issues from Tier-1 involving APIs, data pipelines, and dashboards.
• Reproduce bugs, conduct root-cause analysis for data discrepancies, and document technical findings.
• Work closely with R&D, Product, and Customer Success to prioritize bug fixes and drive systemic improvements.
• Provide clear, professional technical guidance to enterprise clients while meeting strict SLAs.
• Create and maintain internal Knowledge Base articles and troubleshooting runbooks.

• 3+ years in a Tier-2 or similar technical support / customer-facing role.
• Hands-on experience with SQL, Python, and Excel.
• Experience with ticketing systems (e.g., Zendesk, Jira, Monday).
• Proven ability to work with APIs (read docs, test endpoints) and BI platforms/dashboards.
• Excellent English - spoken and written.
• Familiarity with eCommerce, retail analytics, or digital shelf concepts - Advantage.