Manager, Analytics Platform Support - Portland
4 hours ago
Job description
Department:
Arkalytics - Support
Location:
Remote
Compensation:
$100,000 - $115,000 / year
Description
Why Work Here?
At Arkatechture, we have a simple shared mission: to build a sustainable organization built upon three pillars: Do something meaningful, With a great team, Earning what you deserve.
Founded in 2012, Arkatechture has grown into a nationally recognized data and technology company, partnering with organizations across the fintech, AI, and financial services spaces.
Whether it's modernizing infrastructure, building analytics platforms, or leveraging AI for smarter decision-making, we thrive at the intersection of innovation and impact.
Our team is made up of curious, collaborative, and community-minded professionals who are passionate about solving complex problems and staying ahead of what's next in data and technology.
We offer a competitive benefits package that includes:
A flexible remote work policy with optional access to our Portland, Maine office
A 4-day workweek after 3 years of service
Generous paid time off, including 11 holidays
Medical, disability, life insurance, and optional dental/vision
401(k) retirement plan with company match
Training & certification reimbursement
Milestone recognition programs, annual PTO increases, and more
All employees share our core values: put the team first, practice humility, take pride in everything we do, stay curious, care for our community & environment, take work seriously; ourselves not so much.
The Position
Arkatechture is seeking a Manager, Analytics Platform Support to lead the technical support function for the Arkalytics data and analytics platform.
This role oversees analysts, engineers, technical account managers, and technical data analysts across US and India locations who support the Arkalytics platform.
The Manager serves as the highest level technical escalation point for complex SQL, ETL/ELT pipelines, data warehouse, and BI related issues, ensuring strong technical standards across troubleshooting, data model integrity, dashboard validation, and overall platform performance and reliability.
This is not a traditional service desk role.The ideal candidate brings deep, hands-on experience with modern analytics platforms such as Snowflake, Tableau or PowerBI and can diagnose issues across ingestion, transformation, warehouse, and visualization layers.
In addition to driving SLA performance and operational rigor, this leader conducts root cause analysis on recurring data defects, partners closely with Engineering and Product to address structural gaps, and serves as a trusted technical advisor to both customers and internal stakeholders to ensure long term platform stability, reliability, and scalability.
Key Responsibilities
Lead and oversee the Data and Analytics Support Desk function, managing analysts, engineers, technical account managers, and ArkaIndia technical analysts to ensure high quality resolution of complex BI and data platform issues.
Manage, mentor, and coach team members, fostering continuous learning, technical depth, accountability, and professional growth.
Own prioritization and triage of support issues, with emphasis on high impact data, BI, and platform related incidents. Ensure complex tickets are routed appropriately and resolved with urgency.
Drive SLA adherence while maintaining strong technical standards across SQL troubleshooting, dashboard enhancement and validation, data model integrity, ELT/ETL pipeline reliability, and platform performance.
Serve as the highest level technical escalation point for complex data warehouse and analytics platform issues. Diagnose and remove technical blockers to accelerate resolution.Ensure clear, proactive, and technically sound communication with clients at all stages of issue management.
Oversee operational tooling including PagerDuty, Smartsheet, Jira Service Desk, and NetSuite to ensure effective incident management, tracking, and reporting.
Develop and enhance customer facing support resources such as FAQs, known issues documentation, and BI best practices to reduce recurring defects and improve platform stability.
Lead cross functional technical reviews with Engineering, Product, and Customer Success to address systemic data issues, platform defects, and performance trends.
Identify risks, recurring patterns, and opportunities for process optimization. Partner with the Head of Support Services to implement structural improvements and elevate service quality.Act as a trusted technical advisor to internal teams and customers on BI architecture, data integrity, and analytics platform best practices.
Participate in hiring, onboarding, workforce planning, and performance management.Additional responsibilities as assigned.
Skills, Knowledge and Expertise
Requirements
Bachelor's or Master's Degree in Computer Science, Engineering, or a related field.
10+ years of experience in data, analytics, or BI platform environments, including leadership of technical teams supporting analytics systems and SaaS platforms
Demonstrated leadership of Data engineers and BI analysts or technical support teams operating within data warehouses and BI ecosystems
Customer Service experience in a customer facing role is a must
Financial services experience
Advanced SQL expertise required, including complex joins, CTEs, query optimization, and performance tuning in large-scale warehouse environments.
Hands-on experience debugging data transformations and ETL/ELT logic using SQL and/or Python.
Deep experience working with modern cloud data warehouses (Snowflake strongly preferred; Databricks, Redshift, or similar acceptable).
Experience working within AWS environments
Experience with dbt
Strong analytical thinking and structured problem-solving approach in high-complexity data environments
Ability to balance people leadership with hands-on technical oversight
Comfortable challenging architectural decisions and driving continuous platform improvement
Experience conducting root cause analysis (RCA) on data defects and partnering with engineering teams to implement structural fixes.
Demonstrated relationship skills. Works seamlessly externally (customers) and internally (Technical and customer success teams)
Incident management experience for SLA driven environments
Experience leading distributed teams such as US and India
Familiarity with ticketing and operational tooling such as Jira or PagerDuty
Experience in SaaS or managed services models
Preferred Experience
Certified AWS Cloud practitioner, Developer or Solutions Architect
Certified SnowPro Core Certification – Core level
Experience managing remote teams outside of the US
Experience with Slack, Jira, Confluence, and Jira Service Desk
Experience supporting analytics solutions within fintech, financial services, or regulated data environments preferred
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