Senior Product Support Analyst (P2997)

84.51°; Little Chicago, Cincinnati (OH, OH); Hybrid; USD 67,000 - 182,000; Full time

Job summary

A leading data science company is seeking a Sr. Product Support Analyst to manage end-user support and operational processes for their insights platforms. The role involves troubleshooting, SQL query generation, and collaboration with various teams to ensure high-quality data delivery. Candidates should have strong SQL skills and experience in systems management, with a focus on customer service and problem-solving.

Benefits

Health Insurance

401(k) with matching contribution

5 weeks of vacation time

Paid time off for family care

Flexible work schedule

Qualifications

• Requires 3+ years of experience in systems management or related field.
• Strong SQL and relational database skills are required.

Responsibilities

• Handle end-user support issues and helpdesk management.
• Use SQL to generate ad-hoc queries into databases.
• Collaborate with operations, development, and customer service teams.

Skills

SQL

Customer Service

Problem Solving

Tools

MS SQL

Snowflake

Job description

84.51° is a retail data science, insights and media company. We help The Kroger Co., consumer packaged goods companies, agencies, publishers and affiliates create more personalized and valuable experiences for shoppers across the path to purchase.

Powered by cutting-edge science, we utilize first-party retail data from more than 62 million U.S. households sourced through the Kroger Plus loyalty card program to fuel a more customer-centric journey using 84.51° Insights, 84.51° Loyalty Marketing and our retail media advertising solution, Kroger Precision Marketing.

Join us at 84.51°!

__________________________________________________________

SR PRODUCT SUPPORT ANALYST (G2)

CINCINNATI, CHICAGO

SUMMARY:

As a Sr. Product Support Analyst, you will be responsible for handling end-user support issues and helpdesk management in a B2B environment for 84.51° Insights platforms, including 84.51° Stratum, 84.51° OnDemand, 84.51° Data Direct, and 84.51° In-Queries. In addition, you will be responsible for the day-to-day monitoring and management of operational processes and systems.

RESPONSIBILITIES:

• Address issues from end users and directly assist with questions or problems regarding data as well as product applications.
• Use SQL to generate ad-hoc queries into databases to track down data issues and establish customer permissions.
• Understand business and process data flows. Be able to trace data from raw input format to end report. Identify trouble spots and root cause issues. Assess and resolve identified data issues.
• Provide a consultative approach to end-user questions. Be able to recommend solutions to customer issues.
• Track and analyze trends. Effectively diagnose and resolve problems as well as promote new solutions. Anticipate problems and take appropriate action to prevent issues from occurring. Use all available tools to gets to the root cause of the problem.
• Work closely with Product Management and Engineering teams to identify and resolve defects.
• Assist with data QA on an ongoing basis, ensuring that customers are receiving high quality data that meets their business needs.
• Collaborate with operations, development, and customer service teams to gather information, investigate, and resolve data issues.
• Track, analyze, and report on data flow trends, enhancements, needs, etc.
• Setup new clients and identify their data access based on various factors. Make changes to existing clients based on merger/divestiture activities.
• Daily monitoring and management of legacy operational processes and systems. This includes monitoring of input files, process flows, data extracts and web portal applications ensuring service level agreements are met.
• Monitor quality control measures taking appropriate action when measurements fall outside acceptable parameters. Communicates with customer IT groups to resolve data issues.
• May provide guidance and mentorship to other members of the team to catalyze skill and knowledge development and increase effectiveness of the team.
• Help maintain team documentation regarding improved efficiency, enhancements, and new processes.

QUALIFICATIONS, SKILLS, AND EXPERIENCE:

• Requires 3+ years of experience in systems management or in a related field.
• Strong SQL and relational database skills are required, with a preference for understanding the issues surrounding very large data sets (MS SQL, Snowflake)
• Product or end-user support experience.
• Excellent communications and customer service skills.
• Flexible schedule requiring occasional early morning, evening and weekend work.
• On-call requirements ~ once every 7 weeks.
• Strong ability to solve problems independently.
• Experience in Retail, Consumer Packaged Goods, Supply Chain or Syndicated Data space a plus.

#LI-EB1

Pay Transparency and Benefits

• The stated salary range represents the entire span applicable across all geographic markets from lowest to highest. Actual salary offers will be determined by multiple factors including but not limited to geographic location, relevant experience, knowledge, skills, other job-related qualifications, and alignment with market data and cost of labor. In addition to salary, this position is also eligible for variable compensation.
• Below is a list of some of the benefits we offer our associates:
• Health: Medical: with competitive plan designs and support for self-care, wellness and mental health. Dental: with in-network and out-of-network benefit. Vision: with in-network and out-of-network benefit.
• Wealth: 401(k) with Roth option and matching contribution. Health Savings Account with matching contribution (requires participation in qualifying medical plan). AD&D and supplemental insurance options to help ensure additional protection for you.
• Happiness: Hybrid work environment. Paid time off with flexibility to meet your life needs, including 5 weeks of vacation time, 7 health and wellness days, 3 floating holidays, as well as 6 company-paid holidays per year. Paid leave for maternity, paternity and family care instances.

Pay Range

$67,000 - $181,250 USD

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84.51° Demographic Questions

Together, we are stronger and can achieve more

At 84.51°, we believe a diverse and inclusive work environment is essential to the work we do as a data science company. Just as no two Kroger customers are alike, no two 84.51° associates are alike. We understand the importance of fostering an inclusive culture: to encourage our associates to bring their authentic selves to work – embracing who they are and celebrating what they can become.

We continually strive to ensure 84.51° is a place where all people feel like they belong, are respected and valued regardless of who they are, where they are from and what experiences they’ve had. By meeting our 3-year D&I roadmap goals and commitments, we will continue our journey towards becoming a destination for diverse, driven, and authentic minds.

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