Data Platform Production Support Engineer

Data Platform Production Support Engineer

Location – Remote

Role Overview

We are looking for a Data Platform Production Support Engineer to provide day-to-day production support for the enterprise data platform. The role will focus on incident triage, data pipeline failures, dashboard/data issues, troubleshooting, RCA, and SLA-driven resolution across the modern data ecosystem.

The ideal candidate should have strong troubleshooting skills, understand end-to-end data flows, and be able to quickly identify and resolve issues across multiple platforms.

Key Responsibilities

· Provide L1/L2 production support for the data platform and associated data pipelines.

· Monitor platform and pipeline health, investigate failures, and drive issues to resolution within defined enterprise SLAs.

· Troubleshoot data pipeline failures, including identifying root causes and coordinating with Analytics Engineers (AEs), platform teams, or vendors when required.

· Investigate user-reported dashboard and data issues, tracing problems across source, ingestion, transformation, warehouse, and BI layers.

· Support automated failure detection and ServiceNow incident creation, ensuring incidents are properly triaged, updated, and closed.

· Perform RCA for recurring or high-impact incidents and recommend preventive actions.

· Work across platforms such as Snowflake, Fivetran, dbt Cloud, Sigma, Atlan, and related data services.

· Validate data quality, pipeline dependencies, transformations, and upstream/downstream impacts during troubleshooting.

· Maintain and improve runbooks, support procedures, knowledge articles, and operational documentation.

· Identify opportunities for monitoring, alerting, automation, and reduction of operational support effort.

· Collaborate with Data Engineering, Analytics Engineering, Platform, Security, and Business teams during incident resolution.

Required Skills

· Experience in Data Engineering, Data Platform Operations, or Production Support.

· Strong understanding of data pipelines, ETL/ELT processes, and end-to-end data flow.

· Strong SQL skills for data investigation, validation, and troubleshooting.

· Hands-on experience with Snowflake or a similar cloud data warehouse.

· Experience troubleshooting production data/pipeline issues and performing RCA.

· Understanding of incident management, SLA-driven support, and escalation processes.

· Ability to troubleshoot issues across multiple layers and identify upstream/downstream dependencies.

· Strong communication and stakeholder-management skills.

· Ability to work effectively across IST/NA time zones and support a distributed operating model.

Preferred Skills

· Experience with Fivetran, dbt Cloud, Sigma, or Atlan.

· Experience with ServiceNow, automated incident creation, and operational workflows.

· Experience with Splunk or other monitoring/observability tools.

· Python or scripting experience for support automation.

· Experience with CI/CD and Git/GitHub.

· Knowledge of data quality, observability, monitoring, and alerting.

· Experience supporting enterprise cloud data platforms and integrations.

Key Attributes

· Strong analytical and troubleshooting mindset.

· Ability to quickly learn new tools and technologies.

· Comfortable working in a high-volume production support environment.