L2 Support Engineer , Data OperationsMaven Tech Services Hyderabad • New York, New York, United States
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L2 Support Engineer , Data Operations
Maven Tech Services Hyderabad
- New York, New York, United States
- New York, New York, United States
About
Monitor and manage data processing pipelines, calculation jobs, and statuses of internal automated processes on a daily basis
Track and manage all open service issues and support cases in Jira, ensuring full visibility and accountability across the team
Execute corrective actions promptly to resolve data discrepancies or process‑related failures
Client Support & Communication
Act as the primary L2 technical contact triage, investigate, and resolve client-reported issues within defined SLAs
Provide timely, accurate updates to clients on issue status, progress, and estimated resolution timelines
Follow up with clients post‑resolution to confirm issue closure and ensure satisfaction
Translate complex technical issues into clear, user‑friendly language for both technical and non‑technical stakeholders
Escalation & Cross‑team Collaboration
Escalate unresolved or high‑impact issues to Engineering and Product teams with proper context and impact analysis
Collaborate cross‑functionally to keep clients informed about ongoing service processes, incidents, and new features
Provide management with regular insights into recurring issue patterns and recommend long‑term process improvements
Documentation & Knowledge Management
Create and maintain support documentation, SOPs, FAQs, and asset inventory to enable faster resolution across the team
Analyse data to identify root causes of issues and contribute to knowledge base articles for self‑service support
Preferred candidate profile Strong SQL skills writing queries, optimising performance, validating data, and troubleshooting data inconsistencies
Working knowledge of HTML, JSON, XPATH, and Regular Expressions for data parsing and pipeline troubleshooting
Advanced Excel and Google Sheets skills complex formulas, pivot tables, and data visualisation charts
Hands‑on experience with Jira for issue tracking and case management
Strong data analysis ability interpret large datasets, identify trends, and extract actionable insights
Excellent written and verbal communication in English (B2 level or above)
Proven ability to manage multiple tasks simultaneously under stringent deadlines
Strong troubleshooting and analytical thinking ability to assess system, business, and user impact
Soft skills & work style Customer‑first mindset with a commitment to professionalism, even under pressure
Exceptional attention to detail and accuracy in all data‑related tasks
Ability to work both independently and collaboratively across departments
Strong interpersonal, communication, and negotiation skills
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Languages
- English
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