Telecommute

Cynet Systems•Secaucus, NJ

4d•Remote

About The Position

We are seeking a skilled Support Engineer / L2 SME with expertise in Looker to join our team. This role is responsible for leading the resolution of major incidents, performing advanced troubleshooting of Looker-related issues, and ensuring overall service health and continuous improvement. The ideal candidate will have a strong background in BI/Analytics support, SQL, and IT service management processes.

Requirements

3+ years of BI/Analytics support experience.
Hands-on experience with Looker dashboards and reporting.
Knowledge of SQL troubleshooting.
Understanding of Incident, Service Request, and Change Management processes.
Experience in access management and user support.
Strong troubleshooting and analytical skills.
Strong verbal and written communication skills.

Responsibilities

Lead resolution of Major (P1/P2) incidents and coordinate stakeholder communications.
Perform advanced troubleshooting of complex Looker reporting, dashboard, model, and performance issues.
Own Root Cause Analysis (RCA) and drive corrective/preventive actions.
Ensure SLA compliance through service governance and operational oversight.
Conduct monthly service reviews and present service performance metrics.
Engage with business stakeholders to review priorities, issues, and enhancement opportunities.
Approve and validate releases, deployments, and production changes.
Perform capacity planning, usage trend analysis, and platform optimization.
Drive automation and continuous service improvement initiatives.
Mentor L2 support engineers and provide technical guidance.