Senior Customer Support Engineer - US Time Zone

YOU WILL

Leading contributor individually and as a team member, providing direction and mentoring to others.

Experience in resolving issues related to installation, upgrade, performance, and clustering. Provide day-to-day support to Incorta customers

Assist in diagnosing and resolving incidents and service requests referenced by Support Engineers and Junior Support Engineers. Research complex incidents and service requests and develop solutions.

Ability to work in the US time zone.

Design reports and dashboards

Enrich both the internal and customer Knowledge Base and user community

Demonstrates excellent oral and written communication skills

Ability to lead special Support projects. Participates on project teams related to his or her area of expertise and determines the support’s needs regarding new tools

Demonstrates commitment in areas of strategic importance to the organization

YOU HAVE

B.SC of Computer Engineering, Computer Science.

8 years of total technical experience and 3-5 years of customer support experience

2+ years of work experience supporting analytics and BI software products

Excellent analytical and troubleshooting skills

Strong Experience in setting up (including clusters) and troubleshooting: Linux, Tomcat, Web logic, Zookeeper, Spark, Hilex, and Kafka

Good Experience in Python Knowledge in RDBMS, DB modeling, and SQL

Customer Management

Ability to understand customer problems and provide a technical solution in a timely manner

Ability to understand customer urgency and sensitivity of the problem

Ability to speak confidently and communicate clearly with the customer

Ability to work well in a demanding customer environment

Nice to have

Experience with BI tools like Tableau, MicroStrategy, PowerBI, or a similar product is a plus

Experience supporting applications is a plus

Oracle ERP (E-Business Suite) knowledge is a plus

ITIL V3 Foundation and relevant technical certifications related to areas of expertise is a plus