Senior Technical Support Engineer

Customer Success Boston, MA San Mateo, California United States NY, NY Chicago, IL Dallas, TX San Jose, California Charlotte, North Carolina


Description

Description

AtScale powers the analysis used by the Global 2000 to make million-dollar business decisions. The company’s Intelligent Data Virtualization™ platform provides Cloud OLAP, Autonomous Data Engineering™, and a Universal Semantic Layer™ for fast, accurate data-driven business intelligence and machine learning analysis at scale. 


As a Senior Technical Support Engineer, you will provide top-notch support to AtScale customers for diagnosing, reproducing, and resolving issues with our solution. You will troubleshoot issues in multiple types of environments, take ownership of issues, and work closely with our support team and engineering in resolving customer issues. To be successful in this role, you must be a motivated self-starter, committed to ongoing self-education, possess strong customer service and communication skills, and have excellent technical problem-solving skills.

 

Responsibilities

  • Resolve customer problems via telephone, email, or remote access
  • Maintain customer loyalty through integrity and accountability
  • Research customer issues promptly and follow up directly with the customer with recommendations and action plans
  • Escalate cases to management when customer satisfaction comes into question
  • Escalate cases to the engineering team when the problem is beyond the scope of technical support or falls out of the support team’s expertise
  • Maintain control and management of the overall resolution for any escalated case, even when cross-functional groups are involved
  • Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues
  • Create knowledge base content to capture new learning for re-use throughout the company and user base
  • Participate in technical communications within the team to share best practices and learn about new technologies and other ecosystem applications
  • Participate in the weekend on-call rotation with other Technical Support Engineers

 

Experience and Requirements

  • Bachelor’s degree or equivalent experience
  • 7+ years Enterprise software support customer-facing experience
  • Experience with Cloud Data Platforms (Snowflake, Google BigQuery, Azure Synapse, Redshift, Cloudera, etc.)  
  • Experience with On-Premise Data Platforms / SQL or Hadoop (Databricks, Hortonworks, MapR distributions), Spark, Hive, etc.
  • Knowledge of system administration is a plus
  • Experience with supporting Java applications running on Linux
  • Familiarity with JVM, JRE, JDK, garbage collection
  • Strong understanding of networking concepts (TCP/IP, DNS, etc.) and the ability to troubleshoot complex networking issues in a Linux environment
  • BI tools experience a plus (Power BI, Excel, Tableau, Looker) 
  • A strong desire to perform the support engineer role and to work with customers daily, document cases properly, create knowledge base articles, and follow team guidelines
  • Passionate, enthusiastic, energetic team player
  • Understands the need for mentoring and sharing of knowledge
  • Commitment to high quality
  • Ability to multi-task
  • Good verbal and written communication skills and need to able to answer questions directly
  • Strong in problem-solving and logical thinking
  • Ability to quickly learn and pick up new technical concepts