Senior Customer Support Engineer - US Time Zone
Posted on :
15-03-2025
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1 Vacancy
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Job Description
Incorta is a nextgeneration data analytics and business intelligence platform that excels at rapidly delivering business value from transactional data this is the first real breakthrough in data analytics in 20 years. We provide an integrated endtoend data experience from data acquisition and enrichment to visualizing and sharing results. Our platform cuts project implementation time from months to weeks provides revolutionary query speed and maintains a unified single source of truth for multiple workloads including business intelligence analytics and machine learning. Fully 90 of companies that try Incorta become customers and over 98 of our customers are still with us. Our cloudbased service widens our reach into businesses of all sizes. There is simply no other analytics solution that is as costeffective agile and impactful.
As a Senior Customer Support Engineer your focus is to deliver postsales support and solutions to the Incorta customer base while serving as an advocate for customer needs. This involves resolving postsales nontechnical customer inquiries via phone and electronic means as well as technical questions regarding the use of and troubleshooting of our Electronic Support Services. Also you will provide assistance to the rest of the Support engineers in troubleshooting complex and technically challenging issues. Enrich both the internal and customer knowledge Base and user community
We are seeking an energetic datadriven Support Engineer who is passionate about providing an outstanding experience for our customers and our team members driving continuous improvement and helping others reach their potential. Our goal is to build the best Customer Experience on the planet and you will help us do that!
YOU WILL
- Leading contributor individually and as a team member providing direction and mentoring to others.
- experience in resolving issues related to installation upgrade performance and clusteringProvide daytoday support to Incorta customers
- Assist in diagnosing and resolving incidents and service requests referenced by Support Engineers and Junior Support EngineersResearches complex incidents and service requests and develops solutions.
- Ability to work in the US time zone.
- Design reports and dashboards
- Enrich both the internal and customer Knowledge Base and user community
- Demonstrates excellent oral and written communication skills
- Ability to Lead special Support projectsParticipates on project teams related to his or her area of expertise and determines the supports needs regarding new tools
- Demonstrates commitment in areas of strategic importance to the organization
YOU HAVE
- B.SC of Computer Engineering Computer Science.
- 8 years of total technical experienceand 35 years of customer support experience
- 2 years of work experience supporting analytics and BI software products
- Excellent analytical and troubleshooting skills
- Strong Experience in setting up (including clusters) and troubleshooting: Linux Tomcat Web logic Zookeeper Spark Hilex and Kafka
- Good Experience in Python Knowledge in RDBMS DB modeling and SQL
Customer Management
- Ability to understand customer problems and provide a technical solution in a timely manner
- Ability to understand customer urgency and sensitivity of the problem
- Ability to speak confidently and communicate clearly with the customer
- Ability to work well in a demanding customer environment
Nice to have
- Experience with BI tools like Tableau MicroStrategy PowerBI or a similar product is a plus
- Experience supporting applications is a plus
- Oracle ERP (EBusiness Suite) knowledge is a plus
- ITIL V3 Foundation and relevant technical certifications related to areas of expertise is a plus
We could tell you that were building something that truly optimizes the way business intelligence is done. We could also tell you that were backed by marquee VCs such as Google Ventures and Kleiner Perkins. Or even the fact that we were named one of Inc. Magazines Best Workplaces of 2022 while also being the only vendor to be recognized in the 2022 Gartner Magic Quadrant and the 2022 Gartner Market Guide. All true but the real reason you will want to come work for Incorta is that youll be part of an early team that is building a gamechanging analytics product that will allow companies to answer complex questions in seconds...not days or weeks like the current solutions.
Incorta provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.
Required Experience:
Senior IC
Employment Type
Full-Time
Key Skills
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