Client Support Analyst - FTC

Two Circles Ltd; Vancouver; On-site; CAD 90,000 - 130,000; Full time

Job summary

Two Circles Ltd, a Sports & Entertainment Marketing firm, is seeking a data support specialist to manage client issues, monitor data platforms, and coordinate with engineering and clients to resolve problems.

You will help onboard new clients, configure data ingestion and dashboards, investigate data lifecycle issues, and contribute to product improvements while maintaining data security and compliance.

Qualifications

• Experience in data-intensive environments or a relevant degree.
• Foundational understanding of relational databases and SQL.
• Ability to produce clear, structured documentation of investigations and decisions.

Responsibilities

• Prioritize a queue of support issues and resolve them in a reactive environment.
• Monitor the data management platform, pipelines and dashboards; troubleshoot with Engineering.
• Onboard new clients to data analytics products, configuring ingestion, mapping and dashboards.
• Configure client environments using data management hubs and test changes for new features.
• Investigate data lifecycle issues and propose root-cause fixes across data stores and integrations.
• Communicate clearly with clients and internal teams about status, impact and timelines.

Skills

SQL

Relational databases

Data analysis

Education

Relevant degree

Job description

We are Two Circles. We are a Sports & Entertainment Marketing business. We grow audiences and revenues. We do that by knowing fans best. We work with clients to help them understand & influence what their fans are doing – the way fans spend their money, the events that fans attend, the channels fans respond to, the content fans watch and more. And we use the understanding this gives us to help our clients grow. Grow their audiences and grow their revenues - both direct to consumer and business to business revenues. Our platforms and services are trusted by over 1000 clients globally, including the English Premier League, Red Bull, UEFA, VISA, the NFL, Nike and Amazon. We are over 1000 people, based out of 15 offices, and we deliver work for sports and entertainment businesses of all shapes and sizes all over the world.

Requirements

• Own and manage a queue of support issues, prioritising effectively in a fast-paced, reactive environment with dynamic priorities
• Monitor our data management platform, associated data pipelines and web applications working closely with Engineering colleagues to troubleshoot issues and provide timely support
• Take ownership of issues from identification through to resolution, coordinating with internal teams and Clients, and ensuring clear, consistent communication throughout
• Support the onboarding of new clients into our Data Analytics and Management products and web applications, including configuration of data ingestion, mapping, tracking, and dashboards and communicating expected product behaviours
• Use Data Management hubs to configure and manage client environments, implementing changes, testing, and supporting new feature releases
• Investigate and resolve issues across the full data lifecycle (collection, processing, and presentation) in data stores, integrations, and applications, identifying root causes and proposing fixes
• Work across Technology teams to contribute to ongoing product and process improvements
• Manage multiple concurrent issues, balancing priorities and making progress even when dependent on input from clients or other teams
• Provide client-facing teams with clear insights into data quality, transformation integrity, and pipeline performance
• Support User Access Management processes for Two Circlers and Client users
• Ensure data is accurate and reliable for reporting, analytics, and client activation use cases
• Ensure data security and compliance standards are upheld at all times

The ideal background and skills we are looking for include:

• Experience or exposure to data-intensive environments, or a relevant degree
• Foundational understanding of relational databases and SQL, with the ability to write and adapt queries to investigate data, and an appreciation of best practices for querying production systems safely and efficiently
• Ability to produce clear, structured documentation that captures investigation steps, root causes, decisions, and repeatable processes
• A proactive, self-starting mindset with a strong sense of ownership of tasks and outcomes and good judgment on when to work independently, collaborate, or seek support
• Ability to manage and prioritise a varied workload, staying organised and effective in a reactive support environment
• Curiosity and persistence in problem solving, with the ability to explore systems and data, learn new tools and concepts quickly, and build understanding beyond step-by-step guidance
• Strong attention to detail, organisation, and time management skills
• Strong communication skills, able to clearly articulate issues, updates, impact, and outcomes to both technical and non-technical stakeholders
• A collaborative team player who contributes to shared goals
• Experience with tools such as Jira/Zendesk, data platforms, or monitoring tools is beneficial