Lead Analyst

• A flexible remote work policy with optional access to our Portland, Maine office
• A 4-day workweek after 3 years of service
• Generous paid time off, including 11 holidays
• Medical, disability, life insurance, and optional dental/vision
• 401(k) retirement plan with company match
• Training & certification reimbursement
• Milestone recognition programs, annual PTO increases, and more

Key Responsibilities

• Lead and support the Data and Analytics Support Desk function, providing both technical leadership and day-to-day guidance to analysts and team members
• Act as a player-coach, maintaining hands-on involvement in complex support cases while mentoring and developing the team
• Serve as a senior escalation point for advanced SQL, ETL/ELT, data warehouse, and BI-related issues
• Drive high-quality resolution of complex data platform issues, ensuring strong technical standards across all work
• Coach and mentor team members to deepen technical expertise, improve troubleshooting approaches, and grow professionally
• Own prioritization and triage of high-impact incidents, ensuring efficient routing and resolution
• Drive SLA adherence while maintaining a high bar for technical accuracy and quality
• Conduct root cause analysis (RCA) on recurring data defects and partner with Engineering and Product on structural improvements
• Ensure clear, proactive, and technically sound communication with clients throughout issue resolution
• Partner cross-functionally with Engineering, Product, and Customer Success to address systemic platform issues
• Identify trends, risks, and opportunities to improve platform performance, reliability, and scalability. Partner with the Head of Support Services to implement structural improvements and elevate service quality.
• Contribute to documentation, best practices, and knowledge sharing to reduce recurring issues
• Support operational tooling (PagerDuty, Jira, etc.) to ensure effective incident management and reporting
• Participate in hiring, onboarding, workforce planning, and performance management.
• Additional responsibilities as assigned.

Skills, Knowledge and Expertise

• Bachelor’s or Master’s Degree in Computer Science, Engineering, or a related field.
• 8-10+ years of experience in data, analytics, or BI platform environments
• Experience leading or mentoring technical teams within data or analytics functions
• Strong customer-facing experience with the ability to communicate technical concepts clearly
• Advanced SQL expertise (complex joins, CTEs, query optimization, performance tuning)
• Hands-on experience debugging ETL/ELT pipelines using SQL and/or Python
• Experience with modern cloud data warehouses (Snowflake preferred; Databricks, Redshift acceptable)
• Experience working within AWS environments
• Experience with dbt
• Strong analytical thinking and structured problem-solving approach in complex data environments
• Ability to balance people leadership with hands-on technical ownership
• Comfortable challenging architectural decisions and driving continuous platform improvement
• Experience conducting root cause analysis (RCA) on data defects and partnering with engineering teams to implement structural fixes.
• Demonstrated relationship skills. Works seamlessly externally (customers) and internally (Technical and customer success teams)
• Incident management experience for SLA driven environments
• Experience in SaaS or managed services models

• AWS certifications (Cloud Practitioner, Developer, or Solutions Architect)
• SnowPro Core Certification
• Experience supporting fintech or financial services data environments
• Familiarity with tools such as Jira, PagerDuty, Slack, and Confluence
• Experience working with or supporting distributed teams (US and India)