Overview
Our client is a Business Intelligence platform enabling customers to connect multiple data sources (e.g., Excel, SQL) into a unified environment, build interactive dashboards, apply formulas, and customize via plugins, scripts, and embedding.
The product supports both SaaS and on-prem deployments.
Support is organized into 4 pods : Analytics, DevEx, Data, and Infra.
About Role
As a Technical Support Engineer you will work with leading enterprise organizations and startups to realize the power of data analytics.
Our Technical Support team spans the globe and has recently begun a major transformation effort to move to a SWARM model for our tools, processes, and organizational structure.
This shift focuses on driving a collaborative, rewarding environment that measures value creation and team playing.
Our team is aligned directly with our Product and Engineering teams through a robust Subject Matter Expert program.
Responsibilities
Investigate technical problems and diagnose root causes in Linux and Windows servers
Develop, design, and propose solutions to meet the technological and business needs of customers (e.g. workarounds for product issues and additional features)
Manage critical issues that impact customer's business
Work with R&D and Product teams to meet customer requirements and improve our product
Present complex technical information about the product to the customers
Take part in the creation and maintenance of our knowledge-based and community
Work with Linux shell, RestAPI, Web applications troubleshooting, application installations, identifying process improvements, debugging, comprehending technical documents
Work Hours
US East business hours.
Main Skills
You already experienced with supporting complex product infrastructure and applications
You have experience with troubleshooting web applications
You have experience with databases such as MS SQL, MySQL, Oracle etc, SQL scripting at least at basic level
You already worked with ETL and BI tools such as Microsoft Power BI, Talend, SSRS, BusinessObjects, Cognos etc OR you are able to write and understand complex formulas
You have experience working with logs, and various monitoring tools such as Grafana, New Relic, Kibana
You are familiar with Linux
You have experience in communication with English-speaking customers
Nice to have
Experience with virtualization and cloud services (AWS, vSphere)
Experience with NoSQL databases such as MongoDB or Hadoop
Experience with RestAPI
Networking knowledges
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Analyst and Customer Service
Industries
IT Services and IT Consulting
#J-18808-Ljbffr
Technical Support Engineer • Florianópolis, Santa Catarina, Brasil