We're building a world class team with the aim of providing polished, professional, technical support of an emerging company and product. Ocient is looking for ultimate team players who are dedicated to improving our product and customer experience with every interaction.  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. Our ideal Sr. Support Engineer eager to contribute, detailed, passionate and dedicated to representing customers.  The Ocient support team abides by strong mentorship principles and the willingness to take on challenges to grow team and individual skills.  Customer Support Engineers 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
• Advanced experience writing, running, and tuning SQL against large data sets
• Advanced 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)