Technical Consultant - Customer Support Analytics

The opportunity

We are looking for a hands-on Technical Consultant to provide specialist analytics and data support to Customer Support and, where appropriate, other customer-facing teams.

The consultant will act as the escalation point for customer questions and issues involving metrics, data, reporting, and account configuration. They will investigate problems directly, communicate findings clearly, implement custom metric requirements where appropriate, and work with Analytics, Product, or Development teams when an issue requires deeper technical involvement.

This is a practical troubleshooting role combining SQL and analytics expertise with strong customer-support communication. It is not primarily a dashboard-building or business-reporting position.

What You'll Do

• Provide technical and analytics support for customer inquiries escalated by Customer Support or, where appropriate, other customer-facing teams
• Respond to technical questions within customer conversations, including investigating the customer's account, configuration, metrics, and underlying data where necessary
• Troubleshoot metric-related issues, unexpected results, data inconsistencies, and suspected product bugs
• Use SQL and other available diagnostic tools to identify root causes and determine appropriate solutions
• Create and implement custom metrics based on customer requirements
• Translate customer requirements into technically sound metric definitions and configurations
• Develop strong expertise in the data available from supported social networks, including platform-specific metric definitions, limitations, and differences
• Monitor relevant changes to social-network APIs, available metrics, and data definitions that may affect customer reporting
• Identify recurring customer metric requirements and contribute to improving or standardising reusable metrics and configurations where appropriate
• Explain technical findings and proposed solutions clearly to Customer Support colleagues and, where required, directly to customers
• Distinguish between configuration issues, data-quality problems, incorrect metric definitions, expected product behaviour, and potential software defects
• Reproduce and document suspected bugs before escalating them to Analytics or Development teams
• Collaborate with Analytics, Product, and Development colleagues to resolve issues that cannot be addressed within Customer Support
• Identify recurring customer issues, metric gaps, and support patterns and feed these back to Product and Analytics to improve the product, documentation, and support processes
• Document investigations, solutions, and recurring issue patterns so that similar cases can be resolved more efficiently in the future
• Contribute to other analytics-related operational tasks as required

That Makes You A Perfect Fit For Us

Required experience and skills

• Strong practical SQL skills, including joins, aggregations, filtering, common table expressions, and investigating unexpected query results
• Experience investigating data or metric discrepancies in a production, SaaS, analytics, or customer-support environment
• Experience with data-visualisation or business-intelligence tools and a sound understanding of common visualisation concepts
• Basic working knowledge of JSON or similar structured-data formats
• Strong analytical and structured troubleshooting skills
• Ability to investigate ambiguous problems independently and follow them through to an actionable conclusion
• Ability to understand customer requirements and translate them into metric definitions or technical solutions
• Clear written and verbal communication, particularly when explaining technical subjects to non-technical colleagues or customers
• Comfortable collaborating with both customer-facing teams and technical specialists
• Good judgement about when to resolve an issue independently and when to escalate it

Desirable experience

• Previous experience in technical support, product support, analytics support, solutions consulting, or a similar customer-facing technical role
• Experience configuring custom metrics or calculations within an analytics produc
• Familiarity with common data-quality and metric-definition problem
• Experience working with ticketing or customer-conversation platforms such as Intercom
• Knowledge of social-media analytics and common KPIs, such as reach, impressions, engagement, audience growth, clicks, and video views
• Experience working in a fast-moving SaaS or software-product environment
  

What success looks like

• Become a dependable escalation point for analytics-related customer issues
• Resolve a high proportion of technical cases independently and efficiently
• Provide clear, accurate explanations that Customer Support can confidently share with customers
• Identify the root cause of metric and data inconsistencies rather than only treating the immediate symptom
• Implement custom metrics accurately and consistently
• Build strong knowledge of Facelift’s available social-network data and understand where platform-specific differences affect reporting
• Recognise recurring metric requirements and help turn them into reusable metrics and configurations where appropriate
• Escalate genuine product defects with sufficient evidence and reproduction detail for technical teams to act
• Reduce unnecessary back-and-forth between Customer Support, Analytics, Product, and Development
• Surface recurring customer problems and metric gaps so that they can inform Product and Analytics improvements
• Leave clear documentation that supports continuity and knowledge transfer

Benefits

Join a forward-thinking global team where your career growth knows no boundaries. At Entirely, 
we believe in empowering our people to thrive personally and professionally.

Your Career with Us: Work on cutting-edge projects that drive innovation across industries. 
You'll have the opportunity to develop into an AI expert, collaborating with some of the brightest 
minds in the field. Our international environment means you'll work alongside talented 
colleagues from around the world, serving global clients and solving complex challenges 
together.
Flexibility & Growth: We support your ambitions with genuine flexibility. Work abroad for 
extended periods, explore internal transfers across departments and locations, and shape your 
own career path. Whether you're seeking a fresh challenge in a new market or want to deepen 
your expertise in your current role, we create the space for you to grow.
Work Your Way: We embrace flexible working arrangements tailored to your needs. Work 
remotely when it suits you best, and enjoy access to modern offices in every region where we 
operate. Collaborate from home, connect with your team in the office, or blend both—the choice 
is yours. We've invested in thoughtfully designed spaces where you can focus, create, and build 
meaningful connections with colleagues.
Work-Life Balance & Benefits: Beyond competitive compensation, we offer comprehensive 
corporate benefits designed to support your wellbeing—from health insurance and retirement 
plans to wellness programs and professional development opportunities. We believe that happy, 
healthy employees do their best work, which is why we invest in initiatives that matter to you.
A Culture of Collaboration: In our diverse, inclusive workplace, your voice matters. We celebrate 
different perspectives, encourage knowledge sharing, and foster genuine connections across our 
global teams. You'll find mentorship, learning opportunities, and a community that supports your 
success.

Ready to make an impact? We're excited to meet you