About the Role: In this role, you will play a key part in supporting client’s High Touch Support operations—designing and maintaining scalable data pipelines and creating solutions that drive customer satisfaction and informed business decisions. This is a hands-on role with a strong focus on metric development, data visualization, and data pipeline optimization. You’ll work cross-functionally with Engineers, Data Scientists, and Product Managers to ensure the right data is captured, modeled, and surfaced to support ongoing initiatives. Key Responsibilities: • Build and maintain scalable data pipelines and architecture • Develop success metrics and dashboards to measure and drive team performance. • Collaborate with stakeholders (PMs, DS, Eng) to define data needs and translate them into actionable insights • Support knowledge management efforts—identifying performance gaps in support tools like search and agent experience • Handle ad hoc data requests including bug fixes, data pulls, and issue investigations • Leverage BI and integration tools like Azure Data Factory for robust data solutions Qualifications: 5+ years of experience with SQL and Python Strong background in data modeling and data visualization (Tableau, MicroStrategy, etc.) Hands-on experience with Azure Data Factory, Airflow, or similar ETL tools Ability to work independently while collaborating with cross-functional teams Experience with data analysis and metric definition is a plus Nice to Have: • Prior experience in support systems, user behavior analytics, or knowledge base optimization • Strong communication and storytelling skills using data