Support Engineering Analyst - DBMS (3-5 yrs)

Job Description :

Role : Support Engineering Analyst (SQL & Client Handling Experience Required)

We are seeking a dynamic and skilled - Support Engineering Analyst- to join our team. This is an exciting opportunity for professionals with a strong background in SQL and client handling to provide exceptional technical support while fostering strong customer relationships. The ideal candidate will be proficient in troubleshooting and resolving technical issues, handling complex queries, and delivering high-quality service to our clients.

Key Responsibilities :

1. Technical Support & Issue Resolution :

- Provide first-line support for technical issues encountered by clients, ensuring issues are tracked, resolved, and escalated efficiently.

- Troubleshoot and resolve SQL-related problems, including database performance, query optimization, data integrity issues, and user errors.

- Analyze root causes of client issues, perform diagnostics, and offer effective solutions to minimize client downtime.

- Work closely with product teams to resolve system bugs, update configurations, and optimize processes based on client feedback.

2. Client Handling and Relationship Management :

- Serve as a primary point of contact for clients, building and maintaining positive relationships by offering timely solutions to their technical queries.

- Communicate effectively with clients, understanding their needs, providing regular updates on issue resolution, and ensuring overall client satisfaction.

- Facilitate clear and concise communication between clients and internal teams to ensure that all parties are aligned and informed.

- Ensure that clients' technical issues are addressed proactively, helping them avoid potential future challenges.

3. SQL Query Optimization & Database Management :

- Write and optimize SQL queries to extract and analyze client data, improving system performance and ensuring the integrity of the database.

- Perform data validation and correction as necessary, ensuring consistency across different environments.

- Assist with database design, performance tuning, and data migrations.

- Maintain and update SQL scripts, queries, and reports to meet evolving client needs.

4. Documentation & Reporting :

- Document troubleshooting steps, solutions, and best practices to create a knowledge base for future reference.

- Prepare technical reports and present findings to clients or internal stakeholders in an understandable manner.

- Participate in post-incident reviews, analyzing problem-solving approaches and identifying areas for process improvement.

- Maintain and update internal documentation, knowledge bases, and client-specific details.

5. Collaboration & Cross-Functional Support :

- Collaborate with cross-functional teams, including software engineers, database administrators, and product managers, to resolve client issues efficiently.

- Provide technical input and insights to product and engineering teams, assisting in the enhancement of products or services based on client feedback.

- Work with QA teams to ensure software releases do not introduce new issues for clients.

Skills & Qualifications :

Technical Expertise in SQL :

- Solid understanding of SQL, including query writing, optimization, database management, and troubleshooting.

Client Handling Experience :

- Proven experience in client-facing roles, preferably in a technical support or customer service environment.

- Excellent communication skills, with the ability to explain technical concepts to non-technical users.

Problem-Solving Skills :

- Strong analytical abilities and a problem-solving mindset, with a keen eye for detail and a proactive approach to issue resolution.

Database Knowledge :

- Familiarity with relational databases such as MySQL, SQL Server, or Oracle.

- Experience with database performance tuning and optimization is a plus.

Collaboration & Teamwork :

- Ability to collaborate effectively with internal teams and external clients, ensuring a smooth flow of information and effective resolution of issues.

Documentation & Reporting :

- Experience creating clear, concise documentation and reports, and maintaining detailed records of client interactions and technical solutions.

Preferred Qualifications :

- Experience with cloud-based databases and distributed systems.

- Knowledge of additional programming languages (e.g., Python, Java).

- Familiarity with customer support tools like Zendesk, JIRA, or ServiceNow.