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# Support Engineer / L2 SME - Looker - Remote / Telecommute

- **Company:** CYNET SYSTEMS INC.
- **Location:** Secaucus, NJ, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $93,600.0 - $104,000.0
- **Contract:** Permanent contract
- **Skills:** Data Analysis, Program Optimization, Identity and Access Management, SQL Databases, Looker Analytics
- **Published:** August 28, 2026
- **Apply:** https://www.dice.com/job-detail/eb6777a2-0219-4691-8edb-023a1e6d8b4d

## About the Role

* 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., * Looker.
 * BI/Analytics.
 * SQL.
 * Incident Management.
 * Service Request Management.
 * Change Management.
 * Access Management.
 * Root Cause Analysis.
 * Capacity Planning.

## Description

* 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.


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