Job Description
Position:Senior Technical Support Specialist (Data & Analytics)
Location: Bangkok, Hybrid
About Avalon Analytics:
Avalon Analytics is a leading SaaS provider in the hospitality industry, offering a cutting-edge business intelligence platform specialized in Revenue Management. With a growing presence in the South East Asian market and headquarters in Bangkok, we help hotels unlock their full commercial potential through data-driven insights and real-time analytics.
Role Summary:
We are looking for a highly skilled Senior Technical Support Specialist (Data & Analytics) to take ownership of complex technical cases, lead data investigations, and strengthen the reliability of our analytics platform. This is a hybrid role combining advanced technical troubleshooting, SQL debugging, data quality analysis, and client-facing communication. You'll act as a senior escalation layer within the technical support team, supporting the Data Operations Manager in resolving complex issues and maintaining platform stability. You will also support junior team members and contribute to improving internal processes, monitoring, and data workflows.
Key Responsibilities:
- Act as the senior escalation point for high-priority or complex support tickets.
- Investigate data discrepancies, missing records, mapping issues, and platform inconsistencies.
- Troubleshoot SQL logic, data flows, and interface behaviors.
- Provide clear, structured explanations and solutions to clients.
- Work with Microsoft Fabric, SQL Server, and operational dashboards to maintain platform reliability.
- Support monitoring, alerting, and issue detection.
- Collaborate with Data Integrations and Engineering to report bugs, share findings, and assist in testing improvements.
- Communicate effectively with hotel clients, Revenue teams, and senior stakeholders.
- Mentor junior Support Analysts and assist with technical guidance.
- Help maintain documentation, SOPs, troubleshooting playbooks, and internal standards.
- Take part in the weekend support rotation (23 days/month, with compensatory days off).
Requirements:
- 3+ years in technical support, data operations, or analytics roles.
- Strong SQL skills (joins, filtering, debugging, reading logic).
- Good understanding of data flows and cloud environments (Azure, Fabric, or similar).
- Comfortable analysing messy data and identifying root causes.
- Excellent communication in English, both written and spoken.
- Strong ownership, structured thinking, and problem-solving.
Preferred Qualifications:
- Experience with Zendesk or similar ticketing systems.
- Familiarity with hotel systems (PMS, POS data) is a plus.
- Knowledge of Microsoft Fabric, SSMS, or basic scripting (e.g., Python).
- Previous experience in a SaaS environment.
What We Offer:
- Be a key senior member in a fast-growing analytics company.
- Work with real-world data challenges across multiple hotel systems.
- Hybrid work environment with flexibility.
- Collaborative, young, international team based in central Bangkok.
