Technical Support Engineer

Company & Product

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 (What You’ve Already Accomplished...So Far):

● 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, Kubernetes

● You have experience in communication with English-speaking customers

Nice to have:

● Experience with virtualization and cloud services (AWS, vSphere)

● Web development background and/or programming familiarity ( specifically JavaScript)

● Experience with NoSQL databases such as MongoDB or Hadoop

● Experience with RestAPI

● Networking knowledges