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Support Engineer, Munich, Germany

extra holidays - extra parental leave
Remote: 
Full Remote
Contract: 
Experience: 
Mid-level (2-5 years)
Work from: 

Offer summary

Qualifications:

2+ years technical customer-facing experience, Experience with database/data warehouse, Intermediate knowledge of SQL, Ability to convey complex topics simply.

Key responsabilities:

  • Handle customer requests through email and Slack
  • Assist Solution Architects with complex cases
  • Document best practices and file bugs
  • Publish internal and external guides
  • Shape Support team processes
Firebolt logo
Firebolt Scaleup https://www.firebolt.io/
51 - 200 Employees
See more Firebolt offers

Job description

Description

Who We Are

Firebolt is a disruptor in the cloud data warehouse space. So far we’ve built the fastest cloud data warehouse in the market, by far, and have helped some of the most data-forward companies in the world with their data challenges. But this is just the beginning. We are a strong team of world-class data experts, led by the people who built Google Big Query, Looker and Sisense. Backed by $264M in funding - we are poised to build the data platform of the future, and set a new bar for what can be done with data.

The Team

Firebolt’s Support team are customer-focused engineers who enjoy solving hard problems. We aim to help customers build amazing data ecosystems using Firebolt, delivered through scaled engagements and critical issue resolution. We build deep relationships with our customers and act as constant advocates internally on their behalf. We interface with our customers primarily through email andslack, and utilize alternative methods where necessary. 

The Role  

As a Support Engineer, your main responsibility will be to handle customer requests and issues through email and slack. Alongside ongoing customer support, you will also support our Solution Architects team when working with prospects and complex customers, as well as file bug reports, document best practices and participate in our Knowledge Community.

All team members cover a specific schedule based on their time zones and are responsible for delivering exceptional and fast customer service. Additionally, they assist with on-call critical issues throughout the week (including weekends). 

What You’ll Do 

  • Deliver exceptional customer experiences through email and chat (slack)
  • Assist in implantation processes and provide support to the Solution Architect during POCs and complex customer cases
  • Drive with empathy to advocate for our customers internally across the business
  • Publish internal and external best practices, guides and documentation
  • File bugs to Jira using analytical tools, log parsers, and cloud systems
  • Help shape the Support team processes and procedures 

Requirements

Must Have 

  • 2+ years of technical customer-facing experience in data-related markets
  • Experience with database/data warehouse implementation and support
  • Ability to deliver complex topics in concise written communications
  • Experience solving complex issues involving multiple systems and layers
  • Intermediate knowledge of SQL and relational database systems
  • Proven experience driving critical production issues to resolution

Nice to Have 

  • Experience working with Cloud-based technologies (VMs, Proxies, Load Balancers, etc.)
  • Hands-on experience with APIs and/or SDK

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Customer Service
  • Problem Solving
  • Analytical Thinking

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