Customer Support Engineer

Customer Support EngineerThe Customer Support Engineer provides ETL, data engineering, and product support to customers and internal teams in our Services department. Specifically, this team member will focus on constructing and testing custom filters and custom ETL logic for our customers, as well as investigating and correcting complex bug fixes within our ETL codebase. More broadly, this position is responsible for resolving Tier 2 support issues by troubleshooting workflows, implementing SQL code and configuration changes, and translating customers' business logic into SQL code. The SQL Support Engineer ensures all matters reach full-circle resolution by thoroughly tracking the lifecycle of an issue and maintaining frequent and strong lines of communication with our customers. You will also help build and maintain data engineering and product documentation. The Customer Support Engineer will work as part of the Customer Support team within the Customer Experience team at Civitas Learning. The primary functions of the Customer Support team are to maintain data freshness and accuracy in customers' apps, maintain app usability, and implement custom code solutions post-deployment to fulfill our customers' needs.Primary ResponsibilitiesDevelop and debug ETL data transformations to map customer data systems into our canonical data schema using SQLMonitor, troubleshoot, and resolve issues with production ETL workflowsDevelop and debug data extracts and ingest behavior using AWS and Linux cloud-based toolsRead and write complex multi-table SQL statements, optimizing for efficiency and minimizing technological riskReproduce and diagnose the cause of product/data defects by investing app behavior, tracing to underlying customer-side database, and identifying cause in SQL codebaseProvide engineering and product support via email to customers and internal teamsGather information and prescribe customer steps to resolution for expected vs. actual outcomesGather customer requirements and business logic and translate into SQL logic for use in custom data views and filtersCreate technical documentation to serve as a knowledge base for handling recurring support and data engineering needsEnsure customer inquiries are responded to within established timeframes and support service levels are achievedQualificationsExperience reading and writing complex SQL logic2+ years experience in technical support or equivalent customer-facing role with a track record of increased responsibilityExperience working from a Linux command-lineAbility to navigate SIS, LMS, and homegrown databases for root cause problem identification and analysisPossess advanced customer relations skills to de-escalate situations and build customer trustExcellent written, verbal, and listening skills to convey complex technical issues to appropriate audiences correctly for action or educationDemonstrated experience learning new technical skills or product quicklyDemonstrated appetite for working on vague technical problems with minimal guidance or trainingExperience in a tightly-knit team environmentNice to Have SkillsETL pipeline developmentAWS (S3, Redshift)PeopleSoft, Banner, Colleague or Degree Works databasesPython, PHP, and/or JavaCivitas Learning helps colleges and universities harness the power of their student data to improve student success outcomes. We embed actionable intelligence in workflow tools so higher education can focus their student success strategies, deliver proactive care, inspire holistic advising, and quickly measure what's working for whom. With our platform, software and services, our customers empower leaders, advisors, faculty, & students to measurably improve enrollment, persistence, and graduation outcomes. Today, we work with 375 colleges and universities, serving nearly 8 million students. Together with our growing community of customers, we are making the most of the world's learning data to help graduate a million more students per year by 2025.