Technical Support Engineer

Customer Success/Support Bangalore, KA


Description

What makes us Qlik 

Qlik helps enterprises around the world move faster, work smarter, and lead the way forward with an end-to-end solution for getting value out of data. A Gartner Magic Quadrant Leader for 11 years in a row! Our platform is the only one on the market that allows for open-ended, curiosity-driven exploration, giving everyone – at any skill level – the ability to make real discoveries that lead to real outcomes and transformative changes. We are a Values-Driven organization, operating over 100 countries with 45,000 customers around the world. If you think we are interesting, please read on – we may be looking for you! 

 

Technical Support Engineer

At Qlik, our support Technicians are our HEROES. That’s because our technicians do more than manage complex technical support cases they are determined, resilient and have an unshakable positive mindset. Our team in EMEA consists of more than 30 support professionals from multiple international backgrounds, who work and play closely together. We have a larger Global support team that we interact with daily, with locations in Barcelona, Lund, Sydney, Tokyo, Raleigh, North Carolina USA and Bangalore India. We think you will love it here!

 

Hit the ground running

Teamwork is important and we are looking for someone who’s up for collaborating. A buddy will be there for you at the start, and you’ll report into the team manager. 

We will support you in your onboarding and training, and we expect you to quickly take ownership of tasks. It won’t be long before you’re running your own assignments and making a real difference all by yourself. Prove yourself and you’ll find career progression will follow.   We’ll share ways of working and expect you to follow them, it’s all about keeping professional standards high and errors low, while delivering the best experience and outcomes for our customers.

 

Key Responsibilities & Tasks

  • The Technical Support Engineer team member will provide telephone, screen sharing, and ticket-based support to our customers.
  • Troubleshoots customer submitted problems by working together with our customers in a collaborative manner.
  • Keeps customers updated regularly with the current state of their tickets.
  • Investigate customers’ current situation and desired end state understand our customers’ needs and problems.
  • Provides world class customer experience by as delivering satisfaction to every case for every customer.
  • Interact with customers, understanding their problems and needs.
  • Seeks workarounds and communicates technical solutions to the customer.
  • Remain current with the product functions and features, and with related technologies in the ecosystem.
  • Participate in the 24*7 support on call duty for production down tickets.
  • Reproduces customer problems in the lab.
  • Assists in translating the customer problem into suitable technical terms for the R&D Support team to work on.
  • Exhaust all efforts according to the working procedures before escalating a case.
  • Maintain a shared knowledge base across the team by writing technical solution articles, documenting lessons learned from support cases and participating in weekly meetings.
  • Keep case summaries on cases for escalations and continuity.
  • Maintain coherent working procedures to reflect professional attitude and maintain efficiency.

 

Competencies and skills:

The skills and qualifications required for this role:

  • You are resilient to a fast and ever-changing enterprise software environment
  • You have a passion for analytics and technology
  • You thrive in a multi-cultural environment
  • You have excellent written and oral communication skills in English
  • You have strong service acumen in a business environment
  • You have excellent time management and organizational skills
  • You are proactive and resourceful
  • You have a bachelor’s degree in IT or equivalent.
  • Work experience of over 5-10 years in IT.
  • Replication, golden gate, endpoints, database
  • RDBMS,ETL, Datawarehouse
  • Exposure on ITIL.
  • You have a passion for analytics and technology
  • You thrive in a multi-cultural environment
  • You have excellent written and oral communication skills in English
  • You have strong service acumen in a business environment
  • You have excellent time management and organizational skills
  • You are proactive and resourceful
  • You can methodically approach and solve technical problems
  • You have excellent inter-personal skills
  • You have a broad technical knowledge and experience
  • You ae self-motivated to continuously learn new technologies
  • You have the ability to handle high pressure situations

 

Experience & Qualifications
Desired experience with successful track record in one or more of the following areas:

  • Databases: Oracle, SQL Server, DB2, Teradata, MySQL, PostgreSQL
  • Operating system (windows, Linux)
  • Mainframe: IBM Z series, HP Nonstop, VSAM, IMS
  • Big Data: Hadoop, Cloudera, Hortonworks, MapR, Kafka, MongoDB
  • Data Warehousing: Redshift, Vertica, Netezza, Hawq, Greenplum, SybaseIQ
  • Cloud: AWS, Google Cloud, Azure
  • SAP

 

Education

Bachelor’s Degree

 

Location/Mobility
Bangalore, IND

 

About Qlik 

 

Qlik is an Equal Opportunity Employer and does not discriminateon the basis ofany protected category or characteristic.  We value the diversity of our workforce. If you need assistance due to disability during the application and/or recruiting process, please contact us via theAccessibility Request Form 

 

AGENCIES: Qlikis not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee atQlikvia-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property ofQlik. No fee will be paid in the event the candidate is hired byQlikas a result ofthe referral or through other means. 

 

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