Lead Support Engineer

Job Title: Lead Operational 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