Techstack Maintenance & Support Engineer

Role Overview

We are looking for a proactive, entrepreneurial technologist who will take full ownership of the day-to-day technical maintenance and support of the Servios tech stack for our largest and most strategic client.

The primary goal of this role is to free up core development capacity by handling all recurring operational, analytical, and client-facing technical tasks, while continuously improving and automating processes. This is explicitly a high-autonomy, high-impact role designed for someone who wants to grow into a future CTO position in a fast-moving, early-stage company.

Short-term Core Responsibilities (First 6-12 Months)

• Alerting System Management
• Rapidly create, test, and deploy new monitoring/alerting rules (primarily in BigQuery + Cloud Monitoring/equivalent).
• Store Scorecard Refinement
• Continuously improve scoring logic, add new metrics, fix data-quality issues, and ensure scorecards remain accurate and trusted by the client.
• Fault & Incident Root-Cause Analysis
• Lead technical investigations when alerts fire or performance degrades; document findings and implement permanent fixes or monitoring improvements.
• User & Access Management
• Maintain IAM profiles, row-level security, and audit trails across BigQuery, Looker (or equivalent BI tool), and internal tools.
• Ad-hoc Operational & Technical Analysis
• Answer urgent client questions with SQL/Python analysis (e.g., "why did accuracy drop in region X last week?").
• BI Dashboard Maintenance & Enhancement
• Keep all client-facing dashboards (Looker, Metabase, Power BI, etc.) up-to-date, fast, and visually clear; implement requested changes within hours/days, not weeks.
• Real-World Testing & Operational Optimisation
• Deploy and validate new features/configurations in the live client environment, measure impact, and iterate quickly.
• Monthly Client Reporting Cadence
• Own the creation and delivery of the monthly performance & impact report (automate as much as possible); present findings and proposed improvements in client review meetings.

Required Technical Skills & Experience

• Advanced SQL – able to write complex, performant queries on billion-row tables in BigQuery (window functions, scripting, performance tuning mandatory).
• Strong Python – comfortable with pandas, scripting, scheduling (Cloud Composer/Airflow or similar), and building small internal tools or automations.
• BigQuery mastery – partitioning, clustering, BI Engine, materialized views, cost optimisation, scripting, authorized views, etc.
• Experience maintaining and extending BI dashboards (Looker strongly preferred; Power BI or Metabase also acceptable).
• Solid understanding of alerting/monitoring in GCP (or AWS equivalent).
• 2–5 years of hands-on experience supporting or managing large enterprise clients (retail, logistics or FMCG experience a big plus).
• Proven track record of taking full ownership of technical client relationships.

Key Behavioural Traits & Mindset

• Extremely self-managing – you plan your own week and proactively communicate progress/blockers.
• Entrepreneurial & comfortable with ambiguity – young-company life means requirements change fast and processes are still being built.
• Automation-first mindset – hates repeating the same task twice; always looking for ways to script or productivise mundane work.
• Service-obsessed – genuinely enjoys solving problems for clients and sees support as a strategic role, not a cost centre.
• Clear, confident communicator – able to explain technical concepts to non-technical client executives and run monthly review meetings solo when needed.
• Ambitious – explicitly wants to grow into a leadership / CTO role within 3–5 years.

Nice-to-Haves (Strong Advantage)

• Previous retail or supply-chain analytics experience
• Experience with dbt or similar data transformation tools
• Basic Looker admin skills (LookML maintenance)
• Exposure to Cloud Functions, Composer/Airflow, or other GCP services
• Experience presenting to C-level stakeholders

What Success Looks Like in the First 6 Months

• Zero critical incidents that require escalation to the core dev team.
• All monthly client reports delivered on time and increasingly automated.
• At least 3 significant manual processes fully automated.
• Client explicitly compliments speed and quality of technical support.
• Store scorecard and alerting systems noticeably more accurate and useful.

This is a rare opportunity for someone who wants to own a critical client relationship end-to-end, remove bottlenecks for the engineering team, and position themselves as the natural future technology leader of a high-growth company. If you live for making complex systems simple, love being the go-to person clients trust, and want to build rather than just maintain – this role is built for you.