BI Support, Team Lead

The Team Lead runs clients three-person BI support team, which is the first technical investigation layer for reporting issues across ThoughtSpot, Power BI, and Snowflake. This is a working lead role: you carry a ticket load alongside the BI Support Engineers, while owning the queue, the quality of escalations, and communication standards. Responsibilities Team leadership Own the ticket queue and make sure nothing ages without action Set and maintain triage quality and severity assignment Control escalations: confirm defects meet clients Developer Ready standard before they reach developers Set client communication standards and review requester updates Build the staggered schedule to cover 8:00am-6:00pm ET, plan PTO coverage, and submit coverage plans to the clientReporting Manager Coach the BI Support Engineers and maintain cross-training so each role has a documented backup Provide service reporting inputs (volumes, turnaround, escalations, recurring issues) to client Represent the team in clients scrum ceremonies, such as daily standup, for developer handoffs Lead regular retrospectives during the initial period on what is working, where time is going, and where documentation is missing Hands-on work Carry a ticket load: investigate, reproduce, and validate issues the same way as the BI Support Engineers Act as the escalation point for complex or client-sensitive issues Partner with clients report developers, BI architects, data services, and program managers to resolve issues and close documentation gaps 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 Experience leading or coordinating a support, analytics, or technical team Experience managing a ticket queue, severity, and turnaround expectations

Experience 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 ThoughtSpot, Snowflake, and dbt Experience in a healthcare or life sciences data environment, including handling PHI Experience working within Agile/Scrum teams using Jira