Sr. Engineer II - Tech Support

Job Title: Senior Support Engineer – Data Integration & Support
Key Responsibilities
Own day-to-day operational support for integration pipelines built on SnapLogic (or equivalent ETL/iPaaS tools) and dbt-based transformation workflows
Monitor pipeline health, proactively identify failures/bottlenecks, and drive root-cause analysis and permanent fixes (not just workarounds)
Manage incident response, ticket triage, and SLA adherence for production support issues (P1–P4 severity handling)
Lead a small team of support engineers — assign tickets, review fixes, mentor junior engineers, and ensure knowledge transfer
Maintain and enhance runbooks, support documentation, and standard operating procedures for the integration landscape
Coordinate with Data Platform/Architecture teams on change management, release deployments, and impact assessment for support-affected pipelines
Perform regular health checks, capacity/performance reviews, and recommend optimization of existing SnapLogic pipelines and dbt models
Manage on-call rotations and escalation processes
Track and report operational metrics (uptime, MTTR, ticket volume/trends) to engineering leadership and client stakeholders
Partner with client-side counterparts to review open issues, prioritize backlog, and communicate status transparently
Required Skills & Experience
Hands-on experience with SnapLogic (or similar ETL/integration tools — Informatica, Talend, Azure Data Factory, MuleSoft) in a production support capacity
Strong working knowledge of dbt (models, tests, macros, documentation, CI/CD for transformations)
Prior experience in a Managed Services / Application Support / L2-L3 support environment — ticketing tools (ServiceNow, Jira Service Management), incident management, SLA-driven delivery
SQL proficiency and experience with cloud data warehouses (Snowflake, Redshift, BigQuery, or similar)
Familiarity with cloud platforms (Azure/AWS/GCP) and orchestration/monitoring tools
Experience leading or mentoring a small support team
Strong troubleshooting and root-cause analysis skills under time pressure
Excellent communication skills — comfortable interfacing directly with client stakeholders

Work arrangement
No