Global Head of Data Engineering & Support Operations

Profitero+; Reading, Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare

Life assurance

Pension

Cycle to work

Gym discounts

Birthdays off

Job summary

Profitero+ is seeking a Senior Engineering Leader to head a globally distributed data engineering team. You will drive data ingestion from 1,400+ retailer sites and lead Level 2/3 technical support across regions, aligning people, processes and technology for rapid, high‑quality outcomes.

You are hands‑on, own delivery, and champion continuous improvement to improve SLAs and customer satisfaction while partnering with product and engineering teams.

Qualifications

• 10+ years of experience leading engineering teams in SaaS or data‑intensive apps.
• 5+ years development experience building or supporting web apps/data products.
• 3+ years technical support in enterprise B2B analytics products.
• 5+ years of management experience (80+ team size).
• Hands‑on with writing SQL and dashboards (JIRA).
• Expert in JIRA and Zendesk workflow and support processes.
• Strong use of metrics and KPIs to drive efficiency and productivity.
• Clear communication with business and commercial teams.
• High ownership and bias for action.

Responsibilities

• Lead a globally distributed team of tech support engineers to triage customer issues.
• Resolve complex technical problems with engineering teams.
• Improve service level efficiencies through process refinements.
• Provide timely status updates on escalated issues.
• Report metrics on quality trends.
• Collaborate with client success, product, and engineering to address issues while meeting SLAs.

Skills

Engineering leadership

SaaS products

Data engineering

SQL queries

KPIs & metrics

Stakeholder comms

Results oriented

Tools

JIRA

Zendesk

Job description

Profitero+ is seeking a Senior Engineering Leader to head a globally distributed data engineering team. You will drive data ingestion from 1,400+ retailer sites and lead Level 2/3 technical support across regions, aligning people, processes and technology for rapid, high‑quality outcomes.

You are hands‑on, own delivery, and champion continuous improvement to improve SLAs and customer satisfaction while partnering with product and engineering teams.