Senior Customer Support Specialist

Job Title: Senior Customer Support Specialist

Location: Remote (US Based Only)

Hiring Manager: Senior Customer Operations Manager

Estimated salary range: $135,000 - $180,000

• The salary offered for this position will be based on a candidate’s experience and skill demonstrated during interviews and other evaluations

About Ocient:

Ocient is a data analytics software solutions company that enables always-on, compute-intensive analysis of complex, large-scale data with outstanding performance that delivers up to 90% price savings. Ocient brings data transformation, loading, complex query processing, AI, OcientML® and OcientGeo® as a single, consolidated solution for deeper insights and data-driven decision making. Enterprises can deploy Ocient’s pilot-to-production solutions on premises, in the OcientCloud® or in the public cloud, with little to no resource-intensive integration. Ocient is a global, carbon-neutral company, headquartered in Chicago, and backed by leading investors including Greycroft, OCA Ventures, In-Q-Tel and Buoyant Ventures. For more information, please visit www.ocient.com.

Position Overview:

We are looking for someone excited to play an important role working directly with customers and Ocient engineering teams to troubleshoot and resolve customer issues. This role will also involve proactive maintenance of customer environments. The ideal candidate for this role will be enthusiastic about asking questions, sharing knowledge, and working with others to achieve our clients’ goals. 

Responsibilities:

• Support both On-Premise solutions (Physical & Cloud) and Ocient managed customer solutions in a Linux/Unix Environment.

• Perform the administration and monitoring of Ocient Managed Database Solutions.

• Contribute to a customer-facing knowledge base.

• Create and maintain documentation for all major installations and implementations.

• SQL/Query Performance Troubleshooting and Tuning.

• Leverage strong technical skills and equally strong customer service skills to assist customers through diagnosis and resolution of complex problems in a distributed system environment.

• Respond to customer questions regarding technical solutions through phone calls, help tickets, and email

• On-call support rotations.

• Effectively manage multiple issues while providing timely responses and meeting Service Level objectives.

• Access data center (remotely) in diagnosing customer issues.

• Assist in the onboarding, training, installation, and buildout of customer deployments.

• Provide product feedback to the engineering team for continuous improvement of the product.

• Work directly with customers and represent Ocient with a positive attitude.

• Represent key customers' issues, needs, and business goals.

• Develop a strong understanding of the Ocient product.

• Provide detailed Root Cause Analysis and Corrective Action Plans.

• Issue reproductions, fix, and workaround validation.

• Aid in customer and internal support process and tooling evolution.

• Create tools to be used by support professionals and customers in day-to-day activity.

• Communicate quality & product trends to internal organizations.

• Improve customer support-related processes, procedures, and policies. 

Qualifications:

Required Support Skills:

• BS or MS in computer science, computer engineering, or related technical field

• 5+ years of experience in customer support or a similar role

• 5+ years of experience supporting database solutions

• Strong customer-facing skills

• Technical writing

• Strong verbal communication

• Ability to communicate and build relationships with customers, teammates, and with other team members

• Multitask, organization skills

• Urgency, Thoroughness, Tact

• Ownership and responsibility to others

• Ability to learn quickly

Required Technical Skills:

• SQL and Database Administration in a Linux/Unix Environment

• Strong understanding of system administration and support of operations

• Experience with query analyzers and query tuning / slow query optimization against large data sets

• Advanced troubleshooting, log analysis

• Hardware/ Linux Kernel knowledge

• Linux OS proficiency

• Network troubleshooting

• Python

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

Ideal Experience:

• Experience in large-scale / distributed systems
• Understanding of installing and configuring databases, JDBC/ODBC drivers, and database monitoring solutions
• Experience with stream-processing software (e.g. Kafka)
• AWS & GCP Experience 

We are not open to using an agency or staffing company at this time. We do not accept unsolicited agency or staffing resumes and we are not responsible for any fees related to unsolicited resumes.