Technical Consultant — Customer Support Analytics (m/f/d)

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.

Responsibilities

• 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