Senior Technical Support Specialist

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

📋 Description

• Deliver prompt product and technical support to the complete range of DataVisor clients through our support ticketing system.

• Effectively triage support requests to maintain proper prioritization.

• Assist in monitoring and managing internal alerts and dashboards related to system health, which includes but is not limited to: API throughput and latency, UI functionalities, batch data pipelines, data backup, and high availability system failover configurations.

• Acquire and retain in-depth knowledge of DataVisor products, system architecture, and customer use cases to independently deliver timely support for basic product and system inquiries.

• Collaborate closely with various Engineering teams (Infrastructure, Platform, Frontend, QA, etc.) and the Product team to escalate critical product bugs or system issues, facilitating issue investigation, root cause analysis, and progress updates both internally and externally.

• Provide clear explanations internally and externally throughout the request handling process to ensure internal teams comprehend the issues and customer requests, while also ensuring that customers understand the technical explanations regarding root causes and suggested workarounds.

• Utilize Zendesk and Jira to document issue symptoms, reproduction steps, basic triage findings, Engineering investigation results, potential workarounds, and solution planning.

• Analyze and track recurring support issues and trends to offer feedback for product enhancements and training.

⛳️ Requirements

• 5-7 years of technical support experience within SaaS companies in the Big Data Analytics sector.

• 3+ years of experience in using and/or supporting real-time data processing or Decision Engine-type products.

• B.A./B.S. degree in a technical, analytical, or engineering field.

• Exceptional problem-solving and troubleshooting abilities.

• Strong communication skills with the ability to multitask in a fast-paced environment.

• Robust time and project management skills with a focus on meeting deadlines.

• Capability to convey technical information in an understandable manner to non-technical staff.

• Experience in coding and databases (e.g., Python, Java, SQL) is a plus.

• A mindset geared towards process standardization and improvement.

• EU citizen residing in Ireland.

🏝️ Benefits

• Compensation: Annual salary range of EUR 50,000 - 75,000, commensurate with experience.

• Bonus, PTO.