Technical Support Engineer/Product Support Engineer

Position Title:

Support Engineer

Location:

Bangalore/Pune, India

Coverage Region:

Global, 24/7

KEY RESPONSIBILITIES

1. Taking ownership of customer issues reported and seeing problems through to resolution.

2. Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer problems, answer customer questions, offer solutions to problems, monitor and answer community forum questions.

3. Install, configure, test, and troubleshoot software or applications that may be necessary to reproduce or analyse the customers environment or problems.

4. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

5. Ask customers targeted questions to quickly understand the root of the problem. Track issues through to resolution, within agreed time limits.

6. Talk to customer through a series of actions, either via online portal, email, phone or chat, until theyve solved the issue.

7. Prioritize and manage several open issues at one time, need to be able to multi-task.

8. Follow-up with customers to ensure their systems are fully functional after troubleshooting and resolution.

9. Document technical knowledge in the form of knowledge documents, How-To content, and/or blog content.

10. Develop in-depth skills with Actian products and related technologies to ensure quality technical support.

11. Willingness to be On-call after business hours and work varying hours to cover global support-24/7 environment.

ESSENTIAL QUALIFICATIONS:

1. Proven work experience as a Technical Support Engineer. Requires 5+ years of experience in supporting mission critical software products.

2. Bachelors degree in computer science or equivalent discipline.

3. Strong customer communication skills: must be proficient in English (written and verbal) to be able to communicate comfortably with customers globally.

4. Strong customer service mindset, including attitude, ethics, and approach.

5. Excellent analysis, debugging, persistence in problem solving and proven troubleshooting skills.

6. Can quickly grasp and self-learn new technologies.

7. Ability to work with minimum supervision and under own initiative – self-motivated.

8. The successful candidate will have Technology Skills as follows:

• Knowledge about Databases and analytics technologies:
• Relational technologies such as: Ingres, Oracle, MySQL, DB2, MS SQL, Sybase, PostgreSQL
• Analytics technologies such as: Vector, Snowflake, Teradata
• Operating Systems Management experience on the following primary operating Systems: Linux (most preferable) and MS Windows, HP UX, Solaris, AIX (optional).
• Structured Query Language experience with Structured Query Language (SQL) and procedural extension languages such as: PL/SQL, SQL/PSM.
• Experience of ANSI SQL is a key requirement.
• Knowledge of Cloud platform technologies: Google cloud, AWS, Azure, etc.
• Understanding of programming languages such as MS .NET, JSON, Java, C and C++
• Understanding of database connectivity using a variety of technologies: ODBC, JDBC, Spark, JSON, etc.
• Knowledge of BI/ETL technologies; DataConnect, PowerBI, Looker, Qlik, Informatica, etc., - Good to have.