Lead Analyst, Data & Analytics
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Job Description
Lead Analyst overseeing data and analytics support, resolving complex issues within a fintech-focused team environment. Ensuring high-quality data analytics support and long-term platform reliability.
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.
Requirements:
- 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
Benefits:
- 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
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