Client Support Engineer in London

Two Circles is a global sports agency. We drive growth for sports properties by delivering deeper connections with fans, through the intelligent use of data and technology. We work with some of the world’s biggest sports organisations – including the NFL, Premier League, Formula 1, AFL, Wimbledon, UEFA, Mumbai Indians, MCC, ECB and Cricket Australia – and have been named Sport Industry Agency of the Year on more than four occasions. We are almost 1200 people, based out of 14 offices, and we deliver work for sports and entertainment businesses of all shapes and sizes all over the world.

Your main duties & responsibilities:

• Own and continuously optimise the team’s support queue, making prioritisation decisions across multiple clients, issues, and business impacts in a fast-paced, reactive environment with dynamic priorities.
• Own the operational health, stability, and performance of our data management platform and associated data pipelines, proactively identifying risks, preventing incidents, and driving resolution of issues.
• Take full ownership of high-impact and complex issues from identification through to resolution, coordinating across Engineering, Product and Client Teams, and ensuring clear, proactive communication and stakeholder alignment throughout.
• Lead complex client onboarding and configuration, taking responsibility for designing approaches to data ingestion, mapping, tracking, and analytics in non-standard or ambiguous scenarios.
• Configure, manage, and optimise client environments within our Data Management hubs, implementing and validating complex changes and ensuring long-term scalability and reliability.
• Investigate and resolve complex and ambiguous data issues across the full data lifecycle (collection, processing, and presentation), performing deep root cause analysis and implementing robust, preventative fixes.
• Effectively manage multiple concurrent issues, dependencies, and stakeholders, maintaining momentum and unblocking progress even when reliant on external inputs.
• Act as a senior escalation point for support issues, providing guidance, oversight, and quality control for junior team members and ensuring high standards of issue resolution.
• Drive improvements to support operations, including incident management, prioritisation frameworks, communication standards, and ways of working in a reactive environment.
• Partner closely with Engineering and Product teams to influence product improvements, represent support perspectives, and help prioritise fixes and enhancements based on client impact.
• Identify recurring issues and systemic weaknesses, and lead efforts to eliminate root causes and improve platform reliability and supportability.
• Provide client-facing teams with clear, actionable insights into data quality, transformation integrity, and pipeline performance, helping inform client decisions and build trust.
• Own and evolve User Access Management processes for Two Circlers and client users, ensuring scalability and security.
• Ensure data security, governance, and compliance standards are consistently upheld, acting as a role model for best practice.

Requirements

The ideal background and skills we are looking for include:

• Strong, proven experience working in technical support or data platform environments, ideally supporting production systems and external clients.
• Advanced working knowledge of at least one data/query language (e.g. SQL, Python, or PySpark), with the ability to debug complex issues, analyse data, and build queries/scripts independently.
• Deep experience working with data pipelines, transformations, and diagnosing data quality or integrity issues in production environments.
• Strong troubleshooting skills across systems, data, and integrations, with the ability to work across logs, queries, and tooling to diagnose issues end-to-end.
• Ability to independently investigate highly ambiguous problems, identify root causes, and deliver effective, scalable, and preventative solutions.
• A strong sense of ownership and accountability, able to manage and prioritise workload across multiple concurrent issues, clients, and priorities in a fast-paced, reactive environment.
• Excellent communication and stakeholder management skills, able to manage expectations, influence outcomes, and provide clear updates in high-pressure or ambiguous situations.
• Comfortable operating in environments where not all processes are fully defined, and able to introduce structure, improve processes, and raise the bar for how the team operates.
• You enjoy getting stuck into complex problems, exploring systems, data, and integrations to build deep understanding, rather than relying on step-by-step guidance.
• Experience working cross-functionally with Engineering, Product, and client-facing teams, influencing outcomes beyond your immediate responsibilities.
• Ability to produce high-quality documentation, contribute to knowledge sharing, and actively raise the capability of the wider team.
• Strong attention to detail, organisation, and time management skills, with the ability to balance reactive support with longer-term improvements.
• A collaborative team player who contributes to shared goals, supports the development of others, and leads by example in a support environment.