We are looking for a highly analytical Tier-2 Support Expert to act as the main escalation point for our Bright Insights team. You will investigate data anomalies, collaborate closely with R&D, and deliver high-quality, tailor-made technical resolutions to leading global brands.
Responsibilities- Handle complex unresolved issues from Tier-1 involving APIs, data pipelines, and dashboards.
- Reproduce bugs, conduct root-cause analysis for data discrepancies, and document technical findings.
- Work closely with R&D, Product, and Customer Success to prioritize bug fixes and drive systemic improvements.
- Provide clear, professional technical guidance to enterprise clients while meeting strict SLAs.
- Create and maintain internal Knowledge Base articles and troubleshooting runbooks.
- 3+ years in a Tier-2 or similar technical support / customer-facing role.
- Hands-on experience with SQL, Python, and Excel.
- Experience with ticketing systems (e.g., Zendesk, Jira, Monday).
- Proven ability to work with APIs (read docs, test endpoints) and BI platforms/dashboards.
- Excellent English - spoken and written.
- Familiarity with eCommerce, retail analytics, or digital shelf concepts - Advantage.
Skills Required
- 3+ years in a Tier-2 or similar technical support / customer-facing role
- Hands-on experience with SQL, Python, and Excel
- Experience with ticketing systems (e.g., Zendesk, Jira, Monday)
- Proven ability to work with APIs and BI platforms/dashboards
- Excellent English - spoken and written
- Familiarity with eCommerce, retail analytics, or digital shelf concepts
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.
