Customer Support Specialist II

Job Title: Customer Support Specialist II

Location:Remote (India Based Only)

Hiring Manager:Senior Customer Operations Manager

Estimated salary range:INR toINR

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

About Ocient:

Ocient is building OcientAIQ a complete ecosystem for delivering trusted agentic AIsolutions at petabyte scale for the organizations that cant afford to get AI wrong. Ourcustomers protect networks secure nations and power the global economy. The problems wesolve are genuinely hard and the work in 2016 by the team that built Cleversafe (acquired by IBM in 2015) Ocient isheadquartered in Chicago with a remote-first global team. We are a carbon-neutral companybacked by leading investors including Greycroft OCA Ventures In-Q-Tel and BuoyantVentures.

Position Overview:

We are looking for someone excited to work on customer support-related processesprocedures and policies. You will play an important role as a technical liaison betweenEngineering and our customers. The ideal candidate for this role will be enthusiastic aboutasking questions sharing knowledge and working with others to achieve our clients goals.

Responsibilities:

• Work on customer facing projects.
• Understand and support the Ocient product in the Ocient Cloud On-Premises GCP and AWS environments.
• Enter an on-call rotation for Customer issues.
• Collaborate with internal teams on issue and feature validation.
• Help triage customer ticket: High volume ticket handling and prioritization.
• Document root cause analysis
• Gain expertise of Ocient solutions
• Reports to leadership and external teams.
• Assist Level I Customer Support Engineer through diagnosis and resolution of complex problems in a distributed system environment.

Ideal Qualifications:

• BS or MS in computer science computer engineering or related field
• 5 to 6 yrs. Experience in customer support or similar role
• 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

Interview Requirements: All interviews are conducted via video and require candidates to have their camera on for the duration of the session. The use of video filters face-altering effects or virtual backgrounds is not permitted for security and verification purposes.

Technical Assessment Notice:Candidates will be required to download and install the HackerRank Desktop Application to complete coding assessments and technical interviews as part of our hiring process.

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.

Ocient is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race creed color religion sex (including pregnancy status) sexual orientation gender identity national origin or ancestry ethnicity citizenship status age physical or mental disability veteran status marital status parental status genetic information or any other characteristic protected by applicable local laws regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process please contact for more information.

All official Ocient job postings and recruiting communications will come directly from our team via our Careers page LinkedIn or from an email address. If you receive communication about a role from any other source please treat it with caution and direct questions to.