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Qliktech

Compare

4.1

based on 14 Reviews

11 Qliktech Jobs

Technical Support Engineer

QlikTech International

4.1

based on 14 Reviews

3-7 years

Remote

1 vacancy

Technical Support Engineer

Qliktech

posted 18hr ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analytics Customer Support Clinical Data Management Recruitment Spanish SAP Business Intelligence

+ 4 more

Job Description

Takes the lead on technical issues and works with the customer to set them up for success, ensuring that the product is used as intended.

Identifies where the customer stands in their journey towards success, solving roadblockers and understanding their struggles/pain points/challenges proposing a mitigation plan.
Lead the analysis, architecture, design, and development of large-scale data management and business intelligence solutions
Document and present complex architectures to customer technical teams
Work closely with all Qlik internal teams to ensure successful customer deployments
Full Hands-on work analyzing customer reported issues

Duties and Responsibilities

Works directly with customers to provide in-depth technical troubleshooting and recommend appropriate configuration solutions
Involved with all major customer critical issues and demonstrate their technical leadership during the investigation phase - directly and/or indirectly with all technical stakeholder, as well as during the post-mortem phase - by communicating root cause analysis back to our customers, and work with PM or RD to implement lesson-learned measures
Instrumental in driving successfully the transition to Cloud Support organization by ensuring that the Support Team is properly prepared to support new products prior to their release.
drive a full readiness program for the entire Support organization, as well as mentor all team members in becoming the go-to experts for Cloud related issues.
Represent the needs of the Customer Support Team and provide Design for Supportability input to the product team to ensure the best customer experience through self-service tooling and diagnostic capabilities.
Ensure that the Customer Support Team is properly prepared to support new products prior to their release.
Leverage your technical knowledge to act as a second tier of support in addressing complex customer issues
Advocate for customer pain points both in regular meetings with the product teams as well as shared reports; This includes assisting in the prioritization and tracking of these issues.
Work within the Support Engineer Team to foster best known methods and best practices to help elevate the team and standardize excellence; You are relentless in the pursuit of improvements while at the same time valuing progress over perfection.
Act as a coach/mentor empowering team members to improve their product knowledge
Provide daily technical oversight for the team: including onboarding mentoring, technical guidance, technical training, weekend on call escalations
Test product feature releases and train the team on new releases.
PM and RD liaison providing customer, engineer feedback on product issues and outstanding Jira/Feature Requests.
Provide a feedback loop to engineers and customers on resolved and in progress critical incidents (i.e., vulnerabilities)

Lead Support projects as delegated by Manager

Qualifications

Bachelor s degree in a related field or 3+ years experience in a Technical Support role
Demonstrated ability to present to customers and leadership
3 + years experience with Data base, Cloud product Certifications or similar products
2 + years of experience in technical support/services troubleshooting for cloud-based products
Highly collaborative style. Willingness and demonstrated ability to work cross-functionally, across an organization with multiple locations.
Cares about executing with excellence and takes ownership of outcome of work.
Proven leadership skills
Excellent communicator, both oral and written
Strong problem solving and communication skills
Strong analytical skills to investigate and resolve customer support tickets
Able to multi-task efficiently under time pressure
Able to work with new technology and assimilate information rapidly
Business level English, Spanish (nice to have)