Technical Support Engineer

Company & ProductOur 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 aTechnical Support Engineeryou 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 documentsWork Hours : US East business hours (from 5PM to 2 AM).

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? You have experience in communication with English-speaking customersNice 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