Flexible work model
Work from home, from the office, or in a hybrid format that supports focus and collaboration.
About the role
As a Support Data Engineer, you will be the first technical point of contact for data-related issues escalated from L1 support, helping internal users get faster and clearer resolutions. You will own initial investigation, resolve known and recurring issues, monitor data alerts, and route more complex cases to the right Data Engineering team with clear context. Your work will reduce unnecessary engineering interruptions, improve support quality, and help make data operations more efficient and reliable.
Responsibilities
- Receive and triage data-related support tickets escalated from L1 (Helpdesk Charlie), providing timely resolution or escalation
- Independently resolve recurring data issues, including data clarification and lineage questions, access and permission requests, backfills and missing data, dbt and BigQuery job failures, environment setup support, and ETL or integration-related inquiries
- Classify and route issues to the correct Data Engineering team when escalation is needed, providing clear context (team ownership, impact, relevant logs/queries, and initial diagnosis)
- Follow and contribute to runbooks, SOPs, and troubleshooting guides to ensure consistent and efficient issue handling
- Monitor data alerts from Monte Carlo and GCP Monitoring, performing initial triage for assets without clear ownership
- Track and document recurring issue patterns, surfacing trends, and improvement opportunities to the engineering teams
- Collaborate with the Helpdesk Charlie (L1) team to refine escalation criteria, improve knowledge articles, and reduce unnecessary escalations
- Maintain clear and timely communication with internal users on issue status, resolution, and next steps
Requirements
- 2+ years of experience in a Data Support, Data Operations, or Data Engineering role
- Strong SQL skills with hands-on experience in writing, debugging, and optimizing queries for data investigation
- Working knowledge of BigQuery, including datasets, tables, partitioning concepts, and job execution
- Basic hands-on experience with GCP services relevant to data engineering, such as BigQuery, Cloud Monitoring, Kubernetes workloads, and IAM permissions
- Practical experience using Git and GitHub to navigate repositories, review pull requests, and understand CI/CD outputs
- Basic Python skills sufficient to read ETL code, interpret error logs, and run simple diagnostic scripts
- Familiarity with DBT project structure and the ability to interpret dbt run or test failures (is an advantage)
- Exposure to data observability or incident management tools, such as Monte Carlo or PagerDuty (is a plus)
- An analytical mindset, attention to detail, and clear communication skills for working in cross-functional teams
- Upper-intermediate English level or higher, with confidence in team communication
SoftServe is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, age, sex, nationality, disability, sexual orientation, gender identity and expression, veteran status, and other protected characteristics under applicable law. Let’s put your talents and experience in motion with SoftServe.
Role Summary
Location
Ukraine
Work type
Remote/Office
Direction
Engineering & Technology
Tech level
Middle
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About us
We are a digital engineering and technology consulting company where expertise grows alongside people. For more than 30 years, we have been elevating technology: helping organizations navigate complex business challenges by combining deep engineering knowledge with thoughtful, research-backed innovation. Our teams work across key areas: digital engineering, data and analytics, Сloud, and AI/ML. In each, we deliver practical, scalable solutions rooted in real business needs and measurable human impact.
You bring your perspective and ambition. We create an environment where your work meets clarity, confidence, and purpose.
We offer
Compensation & Benefits
Competitive, market-based pay, benchmarked by role and location — plus health coverage, paid time off, wellness support, and learning opportunities.
People-first Leadership
Approachable leaders who communicate openly, keep teams close to the strategy, and support long-term planning.
Advanced tech communities
Stay close to AI/ML, Cloud, Quantum Computing, IoT, and Robotics communities, with projects built on modern frameworks.