Systems Support Specialist II

Position: Systems Support Specialist II

Location: India (Remote)

Reports to: Director, Data and AI

About Us

HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users  with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.

Our People

With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact

As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.

Who You Are: 

As an L2 Support Engineer, you are a technically skilled, detail-oriented professional who thrives on solving complex issues across BI and AI systems. You take ownership of maintaining data integrity, system stability, and operational excellence across the RevOps ecosystem.

You'll be the first line of advanced support for BI tools, AI Agent infrastructure, data compliance processes, and audit readiness — ensuring business continuity and a seamless experience for stakeholders. You are comfortable working in a dynamic, multi-geography environment and enjoy collaborating with BI Developers, AI Engineers, and Analysts to keep systems secure, reliable, and high-performing.

Key Attributes:

-Strong understanding of data pipelines, reporting systems, and AI-enabled BI architectures.

-Skilled in SQL, Snowflake, Tableau, Airflow, and Fivetran, with the ability to debug and optimize data processes.

-Experience supporting AI Agent platforms, including monitoring, provisioning, and configuration management.

-Excellent troubleshooting, documentation, and root cause analysis skills.

-Strong communicator and collaborator, capable of working with multiple RevOps teams and stakeholders across time zones.

-A process-driven thinker with a focus on governance, compliance, and reliability.

What You'll Be Doing: 

Operational Support & Issue Management

- 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.

AI Agent & System Maintenance

- 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.

- Coordinate version upgrades and ensure stability post-deployment.

Compliance, Governance & Audit Support

- Support data governance and compliance efforts by maintaining access logs, documentation, and permissions.

- Ensure data systems comply with company and regulatory requirements (GDPR, SOC, etc.).

- Assist with internal and external audits, providing data access reports, usage documentation, and validation checks.

- Partner with BI and Security teams to monitor and remediate compliance gaps.

Cross-Functional Collaboration

- Work closely with WFM, Marketing, BI, AI, and Reporting COE teams to ensure uninterrupted operations.

- Support internal stakeholders by resolving data and reporting issues promptly.

- Participate in incident reviews and cross-team syncs to share insights and optimize system performance.

- Serve as the operational backbone for RevOps BI and AI systems across both IST and US time zones.

Monitoring & Continuous Improvement

- Build and maintain monitoring dashboards for BI pipelines and AI agent infrastructure.

- Develop scripts or automations to simplify routine health checks, audit tasks, and access reviews.

- Identify opportunities to optimize costs, enhance reliability, and streamline workflows.

- Maintain detailed operational documentation for all supported systems and integrations.

What You'll Bring: 

- 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.

Equal Employment Opportunity Information

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.

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