Job Description – Data Support Lead
Job Summary: The Data Support Lead is responsible for maintaining the ongoing quality, accuracy, and reliability of Kepler’s client data after deployment. The role leads
the day-to-day monitoring and investigation of data-related issues across Kepler’s sensor estate, ensuring potential issues are identified early, investigated thoroughly,
and resolved in a timely manner.
Reporting To: Chief Technology Officer
Key Responsibilities:
 Ongoing Data Monitoring and Data Quality Management
 Data Support Ticket Management and Resolution
 Escalation Management and Complex Issue Investigation
 Sensor Recalibration and Calibration Maintenance
 Root Cause Analysis and Problem Management
 Data Support Prioritisation and Coordination
 Client, Operations and Client Success Support
 Proactive Issue Identification and Prevention
 Documentation and Process Improvement
 Cross-Functional Technical Coordination
Essential Skills, Qualifications or Knowledge Required:
 Experience in data support, technical support, data operations, or a similar client-facing technical environment.
 Strong analytical and troubleshooting skills, with the ability to investigate complex data issues, data anomalies, and identify root causes across sensors, connectivity,
configuration, processing, and reporting systems.
 Experience working with sensor-based, IoT, people-counting, retail analytics, or similar technology environments, including an understanding of sensor calibration
principles.
 Proficiency using monitoring platforms, dashboards, reporting tools, support ticketing systems (e.g. Zendesk), and data querying tools such as SQL.
 Strong attention to detail, with the ability to identify trends, anomalies, and risks across large volumes of data and devices.
 Excellent written and verbal communication skills, with the ability to convey technical findings to both technical and non-technical stakeholders.
 Demonstrated ability to manage multiple priorities and make decisions based on client impact, urgency, and operational risk.
 Strong stakeholder management skills, with the ability to coordinate across cross-functional teams to drive issues through to resolution.
 Strong ownership mindset, with a focus on accountability, continuous improvement, and ensuring issues are resolved effectively.

The Detail of the Role
Ongoing Data Monitoring and Data Quality Management
 Take operational ownership of ongoing monitoring of client data across stores, sensors, accounts, and relevant reporting platforms.
 Review monitoring outputs and identify missing data, unusual spikes or drops, unexpected traffic patterns, abnormal conversion trends, and other potential data-
quality issues.
 Ensure identified anomalies are investigated to determine whether they represent genuine store behaviour or an underlying technical, configuration, calibration,
or processing issue.
 Prioritise data-quality issues according to client impact, severity, and urgency.
 Coordinate appropriate follow-up actions when monitoring identifies a potential client-impacting issue.
 Ensure significant or recurring data-quality concerns are escalated to the appropriate technical owner.
 Maintain visibility of outstanding data issues and ensure they are followed through to resolution.
 Identify opportunities to improve proactive monitoring so that issues can increasingly be identified before they are reported by clients.
Data Support Ticket Management and Resolution
 Take ownership of data-related support tickets requiring specialist investigation or escalation.
 Investigate client-reported issues relating to traffic data, sensor accuracy, calibration, missing data, unusual trends, data processing, and reporting discrepancies.
 Review relevant monitoring data, dashboards, sensor information, historical trends, configurations, and system information to support investigations.
 Determine the likely cause of an issue and coordinate the appropriate resolution path.
 Ensure investigations are clearly documented, including findings, actions taken, next steps, ownership, and resolution.
 Ensure high-priority and client-impacting tickets are progressed in a timely manner.
 Work with Client Success and Operations to provide clear internal updates that can be communicated to clients.
 Review recurring ticket patterns and identify underlying problems that require broader technical or process improvements.
 Support Data Operations Specialists and other team members with complex data-related investigations where required.
Escalation Management and Complex Issue Investigation
 Act as a key escalation point for complex or high-impact data-support issues.
 Review escalated issues to confirm the problem, client impact, investigation completed to date, and appropriate next steps.
 Lead investigations where issues span multiple areas such as sensor performance, calibration, data processing, store configuration, or reporting.
 Coordinate with relevant technical teams to progress escalations and ensure clear ownership is established.
 Ensure escalations include sufficient evidence and technical context to enable efficient investigation by the receiving team.

 Track outstanding escalations and actively follow up until an appropriate resolution has been reached.
 Escalate systemic, widespread, or high-risk issues to Technology leadership when appropriate.
 Support internal communication during significant client-impacting data incidents.
Sensor Recalibration and Calibration Maintenance
 Own and coordinate ongoing sensor recalibration activities for existing client stores.
 Review monitoring outputs, support tickets, client feedback, and operational information to determine where recalibration may be required.
 Assess abnormal traffic behaviour, changes in conversion, unexpected store patterns, and other indicators that may suggest calibration degradation.
 Coordinate recalibrations with the Calibration team and ensure appropriate priorities and supporting evidence are provided.
 Review recalibration outcomes and confirm that the underlying issue has been resolved.
 Ensure post-recalibration validation is completed where required.
 Maintain visibility of sensors or stores requiring ongoing calibration review.
 Identify recurring calibration issues and work with technical teams to determine whether underlying product, configuration, installation, or process improvements
are required.
Root Cause Analysis and Problem Management
 Investigate recurring or systemic data-support issues to identify underlying root causes rather than repeatedly addressing individual symptoms.
 Analyse ticket patterns, monitoring results, client escalations, and sensor behaviour to identify common failure modes.
 Work with Data, Development, Platform, Hardware, Calibration, and other technical teams to investigate underlying causes.
 Clearly document identified root causes, affected clients or stores, remediation actions, and preventative measures.
 Recommend improvements to systems, monitoring, calibration processes, or operational procedures to reduce repeat incidents.
 Track identified recurring problems through to an appropriate long-term resolution.
Data Support Prioritisation and Coordination
 Help coordinate day-to-day Data Support activities and ensure work is prioritised according to client impact and operational risk.
 Provide guidance to Data Operations and support team members when more complex investigation is required.
 Ensure urgent data issues and escalations receive appropriate attention.
 Assist with balancing proactive monitoring, recalibration activities, support tickets, and escalated investigations.
 Identify capacity or workload risks and raise these with management where appropriate.
 Help maintain clear ownership across outstanding data-support activities.
 Support consistent investigation and escalation standards across the team.

Client, Operations and Client Success Support
 Work closely with Operations and Client Success Partners on client-impacting data issues.
 Provide clear summaries of investigations, findings, root causes, remediation actions, and next steps.
 Translate technical data findings into practical explanations that can be understood by non-technical stakeholders.
 Support complex client escalations where detailed data analysis or explanation is required.
 Assist with client account reviews or targeted store investigations where ongoing data-quality concerns have been identified.
 Ensure internal teams have sufficient information to communicate confidently with clients regarding data-related issues.
Proactive Issue Identification and Prevention
 Develop a proactive approach to Data Support, with an emphasis on detecting issues before they become client escalations.
 Regularly review data-support trends, monitoring results, ticket volumes, and recalibration requirements.
 Identify opportunities to improve automated monitoring and exception detection.
 Work with relevant technical teams to improve tools that support anomaly detection, issue identification, and investigation.
 Identify recurring manual activities that could be automated or incorporated into operational monitoring.
 Support initiatives that improve overall platform data quality and reduce the number of reactive support tickets.
Documentation and Process Improvement
 Maintain and improve Data Support procedures, troubleshooting guides, investigation processes, and escalation pathways.
 Document common data issues, root causes, investigation approaches, calibration scenarios, and resolution steps.
 Ensure knowledge from complex investigations and escalations is captured and shared with the wider team.
 Establish repeatable processes for common Data Support activities.
 Identify opportunities to make ticket investigation, monitoring, recalibration, and escalation handling more efficient.
 Contribute to continuous improvement initiatives aimed at reducing support demand and improving client data reliability.
 Support the development of appropriate operational measures and reporting for Data Support performance.
Cross-Functional Technical Coordination
 Work closely with Data Operations, Calibration, Operations, Client Success, Project Managers, Development, Data, Platform, Infrastructure, and other technical
teams as required.
 Ensure issues are routed to the appropriate technical owner with sufficient investigation and supporting evidence.
 Act as a bridge between operational teams identifying data issues and technical teams responsible for underlying systems.
 Follow up cross-functional actions to ensure client-impacting issues are not left unresolved.
 Participate in reviews of recurring or significant incidents and contribute Data Support knowledge to preventative actions.

 Assist with other data-support and technical operational activities as directed by management.
General Responsibilities
• Maintain superior levels of service standards, to ensure the highest level of client satisfaction.
• Adhere to operational procedures as outlined by the Company, including attendance of meetings, punctuality and execution of leave procedures.
• Interact positively with staff members within and outside of the division to foster a harmonious working environment.
• Ensure all company equipment is used in accordance with Company procedures, and any damage is reported to management.
• Proactively give, receive and act on feedback relating to strengths, development areas and team dynamics.
 Any other relevant duties as directed by management.
Additional Information
Flexibility: This role may require occasional flexibility in working hours to support clients and internal teams across different time zones. While standard working hours will
be observed, there may be instances where additional or altered hours are required to ensure seamless support and service delivery.