Customer Support Engineer II

This is a fully remote position, open to applicants in India.

📋 Description

• Engage in projects that directly involve customers

• Comprehend and assist with the Ocient product across Ocient Cloud, on-premises, GCP, and AWS settings

• Take part in an on-call rotation to address customer inquiries

• Work collaboratively with internal teams to validate issues and features

• Manage a high volume of customer tickets and prioritize issues effectively

• Create documentation for root cause analyses

• Cultivate expertise in Ocient solutions

• Provide reports to leadership and external stakeholders

• Support Level I Customer Support Engineers in diagnosing and resolving complex problems within distributed system environments

• Act as a technical intermediary between Engineering and customers

⛳️ Requirements

• Bachelor's or Master's degree in computer science, computer engineering, or a related discipline

• 5 to 6 years of experience in customer support or a similar capacity

• Proficiency in SQL and Database Administration within a Linux/Unix environment

• Solid understanding of system administration and operational support

• Expertise in advanced troubleshooting and log analysis

• Knowledge of hardware and Linux Kernel

• Experience with query analyzers and optimizing slow queries for large data sets

• Proficient in Linux operating systems

• Skills in network troubleshooting

• Experience in coding and script writing

• Background in establishing infrastructure in a data center, including network setup and monitoring

• Willingness to participate in an on-call rotation for customer issues

• Must keep camera on during video interviews; video filters, face-altering effects, and virtual backgrounds are not allowed

🏝️ Benefits

• Competitive salary and performance-based incentives

• Comprehensive health, dental, and vision insurance

• Generous paid time off and holidays

• Opportunities for professional development and continuous learning

• Flexible work environment and remote work options