The Position
Join our team as a Senior Software Support Engineer and become a pivotal part of a leading data virtualization software provider that is transforming the way businesses access and manage their data globally. With our innovative data virtualization solutions, we empower companies worldwide to make data-driven decisions efficiently. Your role will ensure optimal operation and seamless support for our diverse customer base, enhancing their experience with our software. The working hours range across all American time zones.
Your Role and Impact
As a Senior Software Support Engineer, you will play a crucial role in both the proactive and reactive aspects of our service delivery. You should consider yourself a highly technical person and be familiar with our type of technology to be able to solve very complex software problems. Your responsibilities will span across various support levels, monitoring, and operational tasks, including:
- SaaS Support: Handle customer inquiries through in-product Intercom, providing all from 1st to 3rd level support, with a higher focus on 2nd and 3rd level.
- CData Virtuality Platform Support: Offer support to EU and US customers, focusing on ticket-based troubleshooting and problem resolution.
- SaaS Monitoring: Utilize monitoring systems and tools to identify and address incidents proactively.
- Setup and Operations: Set up, configure, and use cloud management and monitoring tools, as well as manage cloud environments, perform software updates/upgrades on our customers' Windows and Linux machines (remote via RDP and SSH), and support the operation of our software and servers.
What We're Seeking
Must-have Requirements:
Personal:
- Strong communication skills and fluency in English.
- Self-organized, highly motivated, and responsible.
- Empathic with an analytical approach.
- Exceptional problem-solving skills and an inquiring mindset.
Professional:
- Understanding of database technology and Linux.
- Proficiency in SQL and ability to debug source code.
- Experience in software support/consulting or a comparable function.
- Highly skilled in troubleshooting and understanding documentation for desired behavior.
- Ability to simplify complex topics and work independently under pressure.
- Experience with SLA-bound operations and screen-sharing/phone support.
- Familiarity with bug trackers, Cloud Platforms (AWS, Azure), and container platforms.
Your Advantages
Joining our team means you'll be at the forefront of the tech industry's latest trends, working with a group of dedicated professionals who are passionate about data virtualization. You'll have the opportunity to grow your skill set in a dynamic, supportive environment, and make a significant impact on our company's success and customer satisfaction. We offer a competitive salary, flexible working conditions, and the chance to be part of an exciting journey in a rapidly growing industry.
Apply Now
If you're a technically inclined individual passionate about solving complex problems and eager to contribute to our team's success, we want to hear from you! Submit your application today and take the first step towards a fulfilling career with us.
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