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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier-2 Support Expert - Bright Insights - **Company:** DATA BRIGHTS LLC - **Location:** United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Application Programming Interfaces (APIs), Artificial Intelligence, JIRA, Spreadsheets, Information Engineering, Issue Tracking Systems, Python (Programming Language), SQL Databases, Bug Reporting, Data Analytics, Api Design, Zendesk, Data Pipelines - **Published:** July 17, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6a84c2fe6a4901ba ## About the Role * 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. ## Description 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 ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [API Design - Getting Started](https://www.wearedevelopers.com/videos/33-api-design-getting-started) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)