Systems Support Specialist II

Posted 102ds ago

Employment Information

Industry

Education

Salary

Experience

Job Type

Location

Job expired or something wrong with this job?

L2 Support Engineer for BI and AI systems at HighLevel. Responsible for data support and system stability in a global environment.

Own end-to-end BI and AI support operations — no L1 escalation layer.
Monitor, troubleshoot, and resolve issues related to data pipelines, dashboards, and AI agent systems.
Investigate and fix data refresh delays, broken reports, and pipeline or ETL job failures.
Proactively identify recurring problems and drive long-term corrective actions.
Document root causes and publish knowledge base articles or SOPs to prevent recurrence.
Manage AI Agent provisioning, deprovisioning, and reconfiguration for Joiners, Movers, and Leavers.
Monitor AI Agent health and performance (usage metrics, access issues, configuration drift).
Collaborate with the AI engineering team to debug system workflows and automate monitoring.
Support data governance and compliance efforts by maintaining access logs, documentation, and permissions.
Work closely with WFM, Marketing, BI, AI, and Reporting COE teams to ensure uninterrupted operations.

3+ years of experience in BI or data support roles, preferably in fast-paced, cross-functional environments.
Proficiency in SQL, Snowflake, Tableau, Airflow, and Fivetran, with experience debugging ETL and reporting issues
Familiarity with AI systems, API integrations, and monitoring tools (e.g., Prometheus, Datadog, or custom dashboards).
Strong understanding of data governance, compliance, and access control best practices.
Experience supporting systems used by Finance, Sales, Marketing, and RevOps functions.
Excellent communication skills, with the ability to handle escalations and manage cross-team expectations.
Comfort working in a shift-based or extended coverage model to support global teams.