Must have :

You are a senior data engineer at heart who also loves the operational side of the job : the triage, the prioritisation, the calm under pressure decision making that keeps a support function running well.

- Strong hands on data engineering experience with Snowflake, plus at least one of dbt, Airbyte, Airflow (or a similar orchestration tool), or Terraform. You can pick up a live issue and actually fix it.

- Comfortable with dimensional modelling : familiarity with Kimball style Facts and Dimensions is a real plus, since a good chunk of what you will support sits in that layer.

- Support or service desk background : you have worked in a production support, managed service, or service desk environment before, and you understand how incidents, service requests, and SLAs fit together.

- A natural sense of priority : you can look at a pile of tickets and quickly work out what actually matters, even with incomplete information.

- People leadership, or the readiness for it : you have either managed a small team before, or you are clearly ready to, coaching, running 1:1s, and helping others grow.

- Clear communicator : you can translate what is happening technically into something a non-technical manager or client can understand.

- Jira / JSM experience or equivalent ticketing tool experience.

Good to have :

- Experience supporting a Snowflake platform specifically, rather than a generic data stack.

- Exposure to data contracts or data quality SLA frameworks.

- Experience setting up or improving a support/service desk function from scratch.

- Familiarity with data lineage/catalog tools such as DataHub.

Roles & Responsibilities :

- Triage everything : review and prioritise every incoming ticket, judging urgency and impact, and deciding who is best placed to work it, you or your team.

- Get hands-on personally resolve the trickiest and most time critical issues across the Snowflake, dbt, Airbyte, Airflow and Terraform stack.

- Build and lead your team line manage a group of junior data engineers, coaching them, developing their skills, and growing their ability to handle more on their own over time.

- Own the SLA : keep your team on track against response and resolution targets, step in early when something is at risk, and manage escalations calmly when they happen.

- Report on performance : give clear, regular visibility to management on how the service desk is performing, what is going well, what is not.