We are seeking a highly motivated, technically skilled, and analytically minded Tier-2 Support Manager to join the Bright Insights team - Bright Data's AI-powered eCommerce intelligence platform used by leading global brands, retailers, and marketplaces.
In this role, you will serve as the escalation point for complex technical and product-related issues that go beyond Tier-1 capabilities. You will work closely with Tier-1 support agents, R&D, Product, Project managers and Customer Success teams to diagnose, investigate, and resolve advanced issues - ensuring a seamless and high-quality experience for our clients.
While you'll be part of a collaborative team, you must also be independent, responsible, and accountable in managing escalated customer inquiries and delivering timely, accurate resolutions.
Strong analytical skills, professionalism, proactive problem-solving, and a deep understanding of data products are essential, as is the ability to quickly learn and apply technical knowledge in a fast-moving environment.
Responsibilities- Serve as the escalation point for Tier-1 support managers, handling complex and unresolved issues related to the Bright Insights platform (dashboards, data pipelines, AI-driven insights, alerts, and APIs)
- Independently investigate and reproduce product bugs, data discrepancies, and platform anomalies - and document findings clearly
- Conduct root cause analysis on data accuracy issues, pipeline failures, and dashboard inconsistencies across eCommerce platforms and geographies
- Collaborate closely with R&D, Product, and Data Engineering teams to triage, prioritize, and follow through on bug reports and feature gaps
- Communicate technical findings and solutions clearly to customers and internal stakeholders via written and verbal channels (email, tickets, calls)
- Create and maintain internal knowledge base articles, runbooks, and troubleshooting guides to improve team efficiency
- Identify recurring issues and proactively surface them to Product and R&D to drive systemic improvements
- Interact with clients across global markets, understanding their business context to provide the most relevant and actionable guidance
- Commitment to solve client issues on time and SLA
- 3+ years of experience in a Tier-2 or similar technical support / customer-facing technical role
- Working experience SQL and python and excel is a must
- Strong analytical and investigative skills - ability to dig deep into data issues, logs, and platform behavior
- Familiarity with online data analytics in areas such as travel, eCommerce, retail analytics, or digital shelf concepts (pricing, assortment, market share, SKU tracking) - a significant advantage
- Proficiency with data tools - working with spreadsheets, dashboards, and/or BI platforms
- Experience working with APIs - ability to read API documentation, test endpoints, and troubleshoot integration issues
- Strong technical skills and orientation, including the ability to read technical documentation and troubleshoot complex issues independently
- Excellent and effective spoken & written business communication skills in English - able to engage professionally with global enterprise clients
- Customer oriented, accountable, organized, fast learner, with a quick delivery mentality
- Experience with ticketing systems (e.g., Zendesk, Jira, Monday)
- Ownership and “can do” attitude.
Skills Required
- 3+ years in Tier-2 or similar technical support/customer-facing technical role
- Proficiency in SQL
- Proficiency in Python
- Proficiency in Excel and spreadsheets
- Experience working with APIs, reading docs and testing endpoints
- Experience with dashboards and BI platforms
- Experience with ticketing systems (e.g., Zendesk, Jira, Monday)
- Strong analytical and investigative skills to debug data issues and logs
- Familiarity with eCommerce/retail analytics or digital shelf concepts
- Excellent spoken and written business communication in English
What We Do
Bright Data is the world’s #1 web data platform, supporting the public data needs of over 20,000 organizations in nearly every industry. Our solutions are leveraged to fuel AI as well as research, monitor, and analyze web data for smarter decisions. Bright Data offers a complete web data platform, from award-winning proxy networks and AI-powered web scraping tools, to dynamically refreshed datasets, an unparalleled retail and e-commerce data intelligence suite, and fully managed data services. Making public web data accessible is essential to keeping markets openly competitive and providing different data types to power LLMs. As an industry leader, we are committed to defending public web data. Bright Data has proven that ethical and transparent scraping practices for legitimate business use and social good initiatives are legally sound. We are very proud to lead innovation in web data, with +5,500 granted patent claims.
.png)
