Senior Director of Data Engineering and Support Operations

Publicis Groupe; Wokingham; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A leading digital marketing firm is seeking a Technical Support Engineering Lead to lead a globally distributed team focused on next-generation data engineering strategies. The role requires over 10 years of experience in leading engineering teams and solid technical expertise in SaaS and data-intensive applications. You will oversee customer support operations, improving service efficiencies and solving complex technical issues. This role is hybrid, based in Reading or London, and offers competitive benefits and a positive work environment.

Benefits

Competitive base salary

Employee healthcare

Life assurance

Pension

25 days holiday plus bank holidays

Flexible working hours

Qualifications

• 10+ years of experience leading engineering teams in delivering SaaS products.
• 5+ years of development experience for web applications or data products.
• 3+ years of technical support experience in enterprise B2B applications.
• 5+ years of management experience for a large team.

Responsibilities

• Lead a team of tech support engineers to triage customer issues.
• Solve complex technical problems with engineering teams.
• Improve service level efficiencies through process refinements.
• Report metrics on quality trends and partner with various teams.

Skills

Leadership

Problem Solving

SQL

JIRA

Technical Support

Communication

Tools

JIRA

Zendesk

Job description

Overview

Location: Hybrid role in Reading or/and London

As a key member of the engineering leadership team, you will lead a globally distributed group tasked with defining next-generation data engineering strategies. Your team will power the daily acquisition of data from over 1,400 retailer websites across multiple international markets. You will direct day-to-day Level 2 and Level 3 technical support operations for our customers across the Americas, EMEA, and APAC, delivering rapid, high-quality solutions to ensure maximum customer satisfaction.

The ideal candidate brings a proven background in application development or data engineering, paired with a talent for solving complex technical challenges through the effective alignment of people, processes, and technology. You are a hands-on leader who isn’t afraid to dive into the technical details. Driven by a high sense of ownership and a passion for continuous improvement, you consistently champion changes that positively influence business outcomes.

Responsibilities

What you’ll do:

• Lead a team of tech support engineers to triage customer reported issues and identify potential root causes
• Solve complex, multifaceted technical problems working with the appropriate engineering teams
• Improve service level efficiencies through process refinements and workflow optimizations
• Convey timely status on escalated issues
• Report metrics on quality trends
• Partner closely with the client success, product, and engineering teams to arrive at creative solutions to address issues, while striving for a timely turnaround, adhering to internal and customer SLAs

Qualifications

Who you are:

• 10+ years of experience leading engineering teams in the delivery of SaaS products or data-intensive applications
• 5+ years of development experience either building or supporting maintenance/sustenance for web applications or data products
• 3+ years of technical support experience in enterprise B2B applications that feature analytics and data products
• 5+ years of management experience (will manage a team of 80+)
• Hands-on experience with writing SQL queries and building JIRA dashboards
• Expert in JIRA and Zendesk workflow and support processes
• Confident using metrics and KPIs to drive efficiencies and productivity improvements
• Skilled at communicating to business and commercial teams
• Possess a high “do to say ratio” and value “achievement over activity”

Additional information

The above lists are not exhaustive and the job holder is required to undertake such duties as may reasonably be requested within the scope of the post.

Why you want to work at Profitero+

We want our employees to have an opportunity to share in the success that results from our dedication to service excellence, high-quality deliverables and an unparalleled client experience.

We hire only the best and provide the compensation and benefit programs appropriate for proven top-performing professionals.

Our package includes

Competitive base salary; employee healthcare; life assurance; group income protection; dental care plan; eye care scheme; 24 hour on-line GP; company pension; cycle to work scheme; 25 days off + bank holidays + birthdays off; reduced gym membership; social events; employee referral scheme; personal development plans; Profitero Hero scheme; flexible working hours.

Equal opportunity

Profitero+ is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment. Profitero recruits, employs, trains, compensates and promotes regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected characteristics as required by applicable law.

Be part of a company on the forefront of eCommerce revolution

where you will learn a lot and be a catalyst to turbo-charging your skills, experience and career.

#LI-SK

#HYBRID