Support Engineer

The purpose of this team is supporting engineers serve as frontline technical resources for customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

The day-to-day role will be about providing both technical expertise (either on your own or by involving your colleagues), supporting products and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from peers.

Responsibilities:

Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions. Consistently share best practices with team members and help create a knowledge base article to solve/workaround that issue.

Manage all customer communication with the appropriate level of etiquette, timeliness, and professionalism, whilst working towards achieving the KPI targets.

Qualifications:

Required

Minimum 5+ years of experience overall.

Must have knowledge of basics of Azure and SQL.

Hand on experience in production support with Database experience.

Experience supporting or maintaining complex mission critical database solutions, RDMS technologies, and/or SQL language.

Excellent understanding of Database concepts and deployments.

Experience working in a team environment, managing a diverse workload.

Ability to work independently and be adaptable to change and varied working hours.

Ability to take quick decisions, like when to escalate a ticket to next level.

Strong problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.

Excellent Communication Skills - verbal, listening, and written (including technical writing).

Passion for technology, lifelong learning, and professional development.

Preferred

Experience supporting Azure or other cloud-based solutions.

Certifications in data platform or Azure technologies.

Experience troubleshooting Open-Source Databases like MySQL, Postgre SQL, etc.,

Basic Networking, Storage and Platform troubleshooting skills.