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 (from 5PM to 2 AM).

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

Nice to have :