We're building a world class team with the aim of providing polished, professional, technical support of an emerging company and product. We're looking for ultimate team players who are dedicated to improving our product and customer experience with every interaction. Our ideal Support Engineer is detailed, passionate and dedicated to representing customers. The Ocient team consists of highly technical engineers and understanding the end to end development, sales, and delivery cycle is key to adding unique value to the organization. On a day to day basis, the team must be eager to dive in and resolve complex issues.

Ocient is looking for a Customer Support Engineer who will work directly with customers and act as a technical liaison between the customer and the Engineering team. 

 Responsibilities: 

• 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 (either remotely or onsite) in diagnosing customer issues
• Document known issues and contribute to a customer support knowledge base 
• Assist in the onboarding, training, installation and buildout of customer deployments
• Mentor junior engineers
• Provide product feedback to the engineering team for continuous improvement of the product
• Work directly with customers and represent Ocient with a positive attitude 
• Technical Account Management - 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 organization
  

Qualifications: 

Required Support Skills

• BS or MS in computer science, computer engineering, or related technical field
• 5 years experience in customer support or similar role
• Strong customer facing skills
• Technical writing
• Strong verbal communication
• Multitask, organization skills
• Urgency, Thoroughness, Tact
• Relationship building
• Ownership and responsibility to others
• Ability to learn fast

Required Technical Skills

• Advanced troubleshooting, log analysis
• Hardware/ Linux kernel level knowledge
• Linux OS proficiency
• Network troubleshooting
• Python language
• Experience with relational databases 
• Experience setting up infrastructure in a data center, including network configuration and monitoring
• Intermediate experience writing, running, and tuning SQL against large data sets
• Intermediate understanding of installing and configuring databases, JDBC/ODBC drivers, and database monitoring solutions

Bonus Skills

• Advanced understanding of relational database concepts, SQL, database authorizations, and connections
• Experience in large scale / distributed systems
• Experience with stream-processing software (e.g. Kafka) 

About Ocient:

Ocient is a Chicago-based, venture-funded startup building a SQL compliant, exabyte-scale database platform that achieves better performance than Hadoop and NoSQL systems. It is a distributed system optimized for NVMe drives, RDMA networks and high core count processors and is written in C++. We are led by a management team with seven successful startup exits, including Cleversafe which was the largest software startup exit in Chicago’s history.