Power BI Support Engineer(Data Platform)

Role Description Power BI Support Engineer(Data Platform) Krakow, Poland(Onsite role) 6 Months contract with possible extension(B2B contract or Sub-Contract) Evening shift and Night Shift Role Summary We are looking for a Customer Support Engineer with strong experience in technical support, infrastructure support, Power BI, and SQL. The role requires handling customer-reported issues, performing root cause analysis, collaborating with engineering teams, and ensuring timely resolution within defined SLAs. The ideal candidate should have excellent communication skills, strong problem-solving ability, and a customer-first mindset.

Key Responsibilities

• Provide technical support for customer-reported issues related to Power BI, SQL, and infrastructure support environments.
• Analyze, troubleshoot, and resolve incidents within agreed SLA timelines.
• Perform root cause analysis for recurring or complex issues and recommend preventive actions.
• Act as a bridge between end-users, support teams, and engineering teams to drive issue resolution.
• Communicate clearly and professionally with customers through emails, calls, and status updates.
• Handle escalations effectively by involving the right stakeholders and ensuring timely de-escalation.
• Document issue details, troubleshooting steps, resolution notes, and knowledge base articles.
• Collaborate with cross-functional teams to improve support processes and customer experience.

Required Skills

• Strong knowledge of Power BI Desktop, Power BI Service, Power BI gateways, and Power BI administration.
• Proficiency in SQL for querying, analysis, troubleshooting, and data validation.
• Good understanding of infrastructure support concepts and operational support processes.
• Ability to analyze technical errors, interpret logs or issue details, and communicate solutions effectively.
• Excellent written and verbal communication skills, including the ability to write clear and detailed emails.
• Strong customer handling, problem-solving, and analytical skills.
• Ability to work in ambiguous situations and manage complex technical issues independently.

Preferred Qualifications

• Prior experience in customer-facing support roles for enterprise applications or BI platforms.
• Exposure to ITIL-based incident, problem, and change management processes.
• Ability to collaborate with global teams across different time zones.
• Passion for technology and willingness to stay updated with new tools, platforms, and support practices.