Offer summary

Qualifications:

3-5 years of technical support experience supporting mission-critical software., Proficiency in English, both written and verbal, for global customer communication., Strong troubleshooting, debugging, and customer service skills., Experience with Cloud platforms like AWS, Azure, or Google Cloud..

Key responsibilities:

Provide support via phone and email for Actian Data Platforms.

Manage support cases using Salesforce Service Cloud and investigate customer issues.

Troubleshoot and resolve complex customer problems independently.

Contribute to knowledge bases and support documentation.

Job description

Actian empowers enterprises to confidently manage and govern data at scale. Organizations trust Actian data management and data intelligence solutions to streamline complex data environments and accelerate the delivery of AIready data. Designed to be flexible, Actian solutions integrate seamlessly and perform reliably across onpremises, cloud, and hybrid environments.

We are looking for an Actian Platform Support Engineer to provide prompt, courteous and indepth service and support to our Data Platform, Data Intelligence Platform, and Data Observability Platform customers and partners. We are looking for you to provide topoftheline customer service by demonstrating a high level of service aptitude, product knowledge and customer responsiveness. You will thrive in an environment that expects you to take initiative, find solutions and demonstrate your high level of expertise each day.

Key Responsibilities: Provide customer support via phone and email to the Actian Cloud Data Platforms users.
Use Salesforce Service Cloud Reporting Portal to manage support cases, perform issue investigation of customer problems, answer customer questions, offer solutions to problems, monitor and answer community forum questions.
Respond to front line and escalated support calls of a complex nature and work independently toward resolution of customer problems.
Install, configure, test, and troubleshoot software or applications that may be necessary to reproduce or analyze the customer’s environment or problems.
Research and investigate product defects using traces, logs, and other software tools.
Help to setup problem recreation environments and standards to support the organization.
Identify where problems occur within Actian products and recommend solution or area of defect to Software Engineers or management.
Work with Support Engineers, Senior Support Engineers, Principal Support Engineers, Team Leads and Software Engineers to expedite resolution of customer issues.
Troubleshoot data integration projects from Customers and our internal departments (Sustaining Engineering, Presales)
Work with customers to verify fixes supplied have resolved their problems.
Escalate customer issues to Software Engineering or support management as necessary.
Provide 24X7 and FollowtheSun support.
Provide Knowledge Documents and HowTo Documents to support our technology.
Contribute content for the Knowledge base, the community forums, and the video library
Demonstrate effective implementation of Actians Core Competencies.

Essential Qualifications:
Strong proven troubleshooting and customer service skills with 35 years of technical support experience as a Support Engineer, supporting mission critical software.
Strong customer communication skills; must be proficient in English (written and verbal) to be able to communicate comfortably with customers globally
Strong customer service mindset, including attitude, ethics, and approach
Excellent analytic, debugging and proven troubleshooting skills
Can quickly grasp and selflearn new technologies
Ability to work with minimum supervision and under own initiative – selfmotivated
Experience with Cloud platform technologies; AWS, Azure or Google ecosystems
Knowledge of Data Discovery and Data Catalog tools such as Zeenea, Collibra, Alation or others and understanding of Data Governance
Knowledge of Data Observability and Data Quality tools (e.g., Monte Carlo, Databand, Bigeye)
Database Administration: experience and administration skills with the following database types:
Relational technologies such as: Ingres, Vector, Oracle, DB2, MS SQL, PostgreSQL
Analytics technologies such as: Snowflake, Teradata, Vertica, Neteeza
Operating Systems Management experience on the following primary operating Systems; MS Windows and Linux.
Programming Language experience and the ability to write code for small test cases, for REST and GraphQL APIs
Experience troubleshooting connectivity issues using a variety of technologies, i.e. ODBC, JDBC, Spark, JSON, etc.
Experience in BIETL technologies; Tableau, PowerBI, Looker, Qlik, etc.
Understanding of Data Governance fundamentals and concepts
Understanding of Data Warehousing fundamentals and concepts
Experience with Salesforce and Jira a plus