Job Overview
We are seeking an experienced Technical Support Analyst to join our Customer Support team. This role is dedicated to the management and delivery of customer reporting and data requests for our SaaS platform.

The successful candidate will become the technical owner of all Google BigQuery (GBQ) and Metabase requests raised by customers. They will work closely with the Customer Support and Business teams to analyse reporting requirements, develop SQL queries, create dashboards, validate data, and deliver high-quality reporting solutions.

This is a technical, data-focused role rather than a traditional helpdesk position. We are looking for someone who enjoys working with data, solving analytical problems, and delivering accurate reporting solutions to customers.

Responsibilities
- Own all customer reporting requests relating to Google BigQuery (GBQ) and Metabase.
- Analyse customer reporting requirements and translate them into accurate SQL queries, reports and dashboards.
- Develop, maintain and optimise SQL queries to deliver reliable and productive reporting solutions.




- Create, modify and maintain customer dashboards and visualisations in Metabase.
- Validate data accuracy and investigate discrepancies to ensure high-quality reporting outputs.
- Manage reporting-related support tickets in Freshdesk, ensuring work is completed within agreed SLA targets.
- Troubleshoot reporting issues and collaborate with the Development team to resolve product defects where required.
- Communicate effectively with the Customer Support team, providing clear updates on request progress and expected delivery times.
- Build and maintain reusable SQL queries, report templates and internal documentation to improve efficiency and consistency.
- Identify opportunities to automate recurring reporting requests and enhance customer self-service capabilities.
- Contribute to the continuous improvement of reporting processes, documentation and knowledge sharing across the support

📌 Reporting and Data Analyst (India)
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