Senior Customer Support Specialist

Senior Customer Support Specialist

We are looking for someone excited to take ownership of customer support-related processes, procedures, and policies. You will play an important role as a technical liaison between Engineering and our customers. The ideal candidate for this role will be enthusiastic about asking questions, sharing knowledge, and working with others to achieve our clients' goals.

• Support Ocient managed customer solutions in a Linux/Unix Environment.

• Assist in the administration and monitoring of Ocient Managed Database Solutions.

• Contribute to a customer-facing knowledge base

• Create and maintain documentation for all major installations and implementations

• SQL/Query Performance Troubleshooting and Tuning

• Leverage strong technical skills and equally strong customer service skills to assist customers through diagnosis and resolution of complex problems in a distributed system environment

• Respond to customer questions regarding technical solutions through phone calls, help tickets, and email

• On-call support rotations

• Take a leadership role, alongside peers, in improving customer support processes, procedures, and policies

• Effectively manage multiple issues while providing timely responses and meeting Service Level objectives

• Access data center (remotely) in diagnosing customer issues

• Assist in the onboarding, training, installation, and buildout of customer deployments

• Provide product feedback to the engineering team for continuous improvement of the product

• Work directly with customers and represent Ocient with a positive attitude

• Technical Account Management - Represent key customers' issues, needs, and business goals.

• Develop a strong understanding of the Ocient product

• Provide detailed Root Cause Analysis and Corrective Action Plans

• Issue reproductions, fix, and workaround validation

• Create tools to be used by support professionals and customers in day-to-day activity.

• Communicate quality & product trends to internal organizations

• BS or MS in computer science, computer engineering, or related technical field

• 10+ years of experience in customer support or a similar role

• 5+ years of experience supporting database solutions

• Linux/Unix OS proficiency

• Advanced troubleshooting, log analysis

• SQL, Database Administration

• Hardware/Kernel knowledge in a Linux/Unix Environment.

• Strong understanding of system administration and support of operations

• Experience with query analyzers and query tuning / slow query optimization against large data sets.

• Network troubleshooting

• Python

• Experience setting up infrastructure in a data center, including network configuration and monitoring

• Strong customer-facing skills

• Technical writing

• Strong verbal communication

• Ability to communicate and build relationships with customers, teammates, and with other team members.

• Experience in large-scale / distributed systems

• Understanding of installing and configuring databases, JDBC/ODBC drivers, and database monitoring solutions

• Experience with stream-processing software (e.g. Kafka)

• AWS & GCP Experience