Technical Support Engineer

Technical Support Engineer

CData is the data layer between AI and ROI—delivering the connectivity, context, and control that make enterprise AI more accurate. One platform for live access and data replication across 350+ sources, semantic intelligence that ensures context-aware responses, and built-in governance for every AI-to-data interaction. Powering AI and analytics workloads for Anthropic, Databricks, Microsoft, Google, Palantir, and more than 10,000 customers worldwide.

Behind that impact is a global team of passionate problem-solvers, engineers, and innovators who are redefining what's possible in data connectivity.

Headquartered in Chapel Hill, North Carolina, CData has over 500 team members, with offices in North America, Europe, and Asia. We take pride not just in what we build, but in how we build it: together, with curiosity, creativity, and a shared drive to push boundaries.

As a member of our technical support engineering team, you'll solve technical issues for both our current and potential customers. This position requires exceptional technical problem-solving skills as you will be tackling new and unique challenges every day with no set script to resolve an issue, considering that CData has over 250 different products across 12 editions. The ability to research both alone and in a team to reproduce and debug customer issues is essential.

In this role, you'll gain valuable experience working with leading industry technologies (MongoDB, QuickBooks, Salesforce, etc.) working with a wide variety of customers to take on increasingly technical cases with time, starting with beginner to intermediate and upward as experience grows.

The role grows in a dynamic fashion, letting new members find their specialties and then fill the role best suited for their specific aptitudes. You will also get a first-hand view of practical applications of popular data solutions and technologies and gain valuable real-life experience through those.

You will work closely with the rest of the Technical Support team, Engineering, Pre-Sales, and Product Management teams to ensure that CData is delivering overall superior service, products, and support to our customers.

Key duties and responsibilities include:

• Provide technical support engineering across all product lines via email, chat, and phone.
• Setup test environments (including Windows, Linux, and Mac) and tools to match customer use cases to help troubleshoot issues.
• Escalate ongoing support issues to higher management in the Technical Support Department.
• Report issues in our ticketing reporting system, test fixes, and update customers accordingly.
• Provide well-written, thorough responses to customers, adapting your language to their technical level.
• Troubleshoot data integration issues for our 250+ drivers.
• Help create and add to knowledgebase articles, troubleshooting guides, FAQs, and other support collateral.

Qualifications:

• Bachelor's degree in Computer Science, Computer Technology, or in a STEM field from accredited university or equivalent professional technical experience
• Ability to read and write code to solve basic problems in at least 1 coding language (preferably Java or C#)
• Ability to work independently and collaboratively with other team members
• Ability to communicate solutions and ideas effectively to users of varying technical levels

Travel required: None required