BI Support Engineer

Client helps patients access specialty therapies. Its Reporting & Analytics team delivers ThoughtSpot and Power BI reporting to internal teams and pharmaceutical clients. The BI Support Engineer is the first technical investigation layer for reporting issues: you reproduce the problem, validate reports against the underlying data, identify where it breaks, and either resolve it or hand it to developers fully documented. This is a blended role. In addition to technical investigation, you will handle intake, user support, and status communication. There is no separate analyst on the team, so you must be comfortable doing both. Responsibilities Technical investigation Investigate data quality issues by validating ThoughtSpot and Power BI outputs against Snowflake using read-only SQL Reproduce reported issues in production or the staging environment and isolate the conditions that trigger them Trace issues through each layer (Liveboard logic, ThoughtSpot data model, Snowflake presentation layer, data pipeline, and source CRM) to identify the likely point of failure Verify filter logic, joins, row-level security, and parameter configuration against expected results Determine whether an issue is a defect, expected behavior, a permissions issue, or a user question Escalate confirmed defects to developers to Developer Ready standard: reproduction steps, examples, source-data validation, likely failure layer, impact, evidence, and severity Identify other dashboards or reports affected by the same issue, and verify fixes in production after deployment Support and communication Take in, triage, categorize, and assign severity to tickets received through the help desk inbox and Jira Own requester communication: translate technical findings into clear, plain-language updates for internal users and external clients Help users with navigation, search, saved answers, scheduling, exports, and choosing the right dashboard for their question Route access requests through the internal access portal (provisioning is handled byclient) Arrange screen-share sessions with users when needed to reproduce issues Documentation and improvement Write and maintain knowledge articles, runbooks, and troubleshooting playbooks for recurring issues Contribute to data lineage and data dictionary documentation as gaps are found Track recurring defects, common root causes, and aging issues, and flag trends to the team

Environment Reporting tools: ThoughtSpot (primary, client-facing) and Power BI Data platform: Snowflake (presentation layer) and dbt Source systems: Salesforce-based CRM across approximately 35 client instances Ticketing and documentation: Jira, Confluence, SharePoint, shared help desk email inbox Non-production staging environment refreshed daily from production

5+ years as a BI support engineer Expereicne with SQL- querying a cloud data warehouse (snowflake pref) Experience validating BI tool output against a warehouse source Experience with ThoughtSpot, PowerBI, or Tableau Ability to trace data lineage and read logic built by others across reports, models, and pipelines Ability to document reproduction steps and root-cause evidence clearly Experience with dbt Experience with Salesforce or comparable CRM data structures, ideally across multiple instances Experience with SSRS or comparable report-authoring tools Experience in a healthcare or life sciences data environment, including handling PHI Experience working with Jira in an Agile/Scrum environment