Senior Customer Support Specialist

Ocient Inc.•Chicago, IL

11d•Remote

About The Position

We are looking for someone excited to play an important role working directly with customers and Ocient engineering teams to troubleshoot and resolve customer issues. This role will also involve proactive maintenance of customer environments. The ideal candidate for this role will be enthusiastic about asking questions, sharing knowledge, and working with others to achieve our clients’ goals.

Requirements

BS or MS in computer science, computer engineering, or related technical field
5+ years of experience in customer support or a similar role
5+ years of experience supporting database solutions
Strong customer-facing skills
Technical writing
Strong verbal communication
Ability to communicate and build relationships with customers, teammates, and with other team members
Multitask, organization skills
Urgency, Thoroughness, Tact
Ownership and responsibility to others
Ability to learn quickly
SQL and Database Administration 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
Advanced troubleshooting, log analysis
Hardware/ Linux Kernel knowledge
Linux OS proficiency
Network troubleshooting
Python
Experience setting up infrastructure in a data center, including network configuration and monitoring

Nice To Haves

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

Responsibilities

Support both On-Premise solutions (Physical & Cloud) and Ocient managed customer solutions in a Linux/Unix Environment.
Perform 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.
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.
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.
Aid in customer and internal support process and tooling evolution.
Create tools to be used by support professionals and customers in day-to-day activity.
Communicate quality & product trends to internal organizations.
Improve customer support-related processes, procedures, and policies.