Senior Customer Support Specialist

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

📋 Description

• Provide support for Ocient managed customer solutions within a Linux/Unix environment

• Assist in the administration and monitoring of Ocient Managed Database Solutions

• Contribute to a knowledge base that is customer-facing

• Develop and maintain documentation related to major installations and implementations

• Troubleshoot and optimize SQL/query performance

• Diagnose and resolve intricate issues in distributed system environments

• Address customer technical inquiries via phone, help tickets, and email

• Participate in on-call support rotations

• Enhance customer support processes, procedures, and policies

• Manage multiple issues while adhering to Service Level objectives

• Remotely access data centers to troubleshoot customer issues

• Assist with onboarding, training, installation, and buildout of customer deployments

• Provide product feedback to the Engineering team

• Engage directly with customers and positively represent Ocient

• Conduct Technical Account Management for key customers

• Cultivate in-depth product knowledge

• Deliver Root Cause Analyses and Corrective Action Plans

• Reproduce issues and validate solutions and workarounds

• Create tools for support professionals and customers

• Relay quality and product trends to internal teams

⛳️ Requirements

• Over 10 years of experience in customer support or a related role

• More than 5 years of experience in supporting database solutions

• Proficient in Linux/Unix operating systems

• Advanced skills in troubleshooting and log analysis

• Knowledge of SQL and database administration

• Familiarity with hardware/kernel aspects in a Linux/Unix setting

• Strong grasp of system administration and operational support

• Experience with query analyzers, query tuning, and optimization of slow queries against large datasets

• Network troubleshooting expertise

• Proficiency in Python

• Experience in setting up infrastructure in a data center, including network configuration and monitoring

• Exceptional customer-facing skills

• Proficient in technical writing

• Strong verbal communication abilities

• Capability to communicate effectively and build relationships with customers and team members

• Experience with large-scale/distributed systems

• Understanding of installing and configuring databases, JDBC/ODBC drivers, and database monitoring solutions

• Experience with stream-processing software like Kafka

• Familiarity with AWS and GCP

• All interviews must be conducted via video, with the camera on throughout; video filters, face-altering effects, and virtual backgrounds are prohibited

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

🏝️ Benefits

• Opportunity for remote work

• Participation in on-call support rotations

• Remote video interviews conducted