Client Support Analyst - FTC

Two Circles•Vancouver, BC

About The Position

We are Two Circles, a Sports & Entertainment Marketing business focused on growing audiences and revenues by understanding fans best. We partner with clients to help them comprehend and influence fan behavior across spending, event attendance, channel engagement, content consumption, and more. Our goal is to drive growth in both direct-to-consumer and business-to-business revenues. Our platforms and services are utilized by over 1000 clients globally, including prominent organizations like the English Premier League, Red Bull, UEFA, VISA, the NFL, Nike, and Amazon. With over 1000 employees across 15 offices, we serve a diverse range of sports and entertainment businesses worldwide.

Requirements

Experience or exposure to data-intensive environments, or a relevant degree.
Foundational understanding of relational databases and SQL, with the ability to write and adapt queries to investigate data, and an appreciation of best practices for querying production systems safely and efficiently.
Foundational understanding of web applications and how they are presented to end users, including how front-end behavior, workflows, interface elements, and browser-based interactions impact the customer experience.
Ability to produce clear, structured documentation that captures investigation steps, root causes, decisions, and repeatable processes.
A proactive, self-starting mindset with a strong sense of ownership of tasks and outcomes and good judgment on when to work independently, collaborate, or seek support.
Ability to manage and prioritise a varied workload, staying organised and effective in a reactive support environment.
Curiosity and persistence in problem solving, with the ability to explore systems and data, learn new tools and concepts quickly, and build understanding beyond step-by-step guidance.
Strong attention to detail, organisation, and time management skills.
Strong communication skills, able to clearly articulate issues, updates, impact, and outcomes to both technical and non-technical stakeholders.
A collaborative team player who contributes to shared goals.

Nice To Haves

Experience with tools such as Jira/Zendesk, data platforms, or monitoring tools is beneficial.

Responsibilities

Own and manage a queue of support issues, prioritizing effectively in a fast-paced, reactive environment with dynamic priorities.
Monitor our data management platform, associated data pipelines and web applications working closely with Engineering colleagues to troubleshoot issues and provide timely support.
Take ownership of issues from identification through to resolution, coordinating with internal teams and Clients, and ensuring clear, consistent communication throughout.
Support the onboarding of new clients into our Data Analytics and Management products and web applications, including configuration of data ingestion, mapping, tracking, and dashboards and communicating expected product behaviors.
Use Data Management hubs to configure and manage client environments, implementing changes, testing, and supporting new feature releases.
Investigate and resolve issues across the full data lifecycle (collection, processing, and presentation) in data stores, integrations, and applications, identifying root causes and proposing fixes.
Work across Technology teams to contribute to ongoing product and process improvements.
Manage multiple concurrent issues, balancing priorities and making progress even when dependent on input from clients or other teams.
Provide client-facing teams with clear insights into data quality, transformation integrity, and pipeline performance.
Support User Access Management processes for Two Circlers and Client users.
Ensure data is accurate and reliable for reporting, analytics, and client activation use cases.
Ensure data security and compliance standards are upheld at all times.