Customer Support Engineer

Job Description

Incorta is a next-generation 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 end-to-end 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 cloud-based service widens our reach into businesses of all sizes. There is simply no other analytics solution that is as cost-effective, agile, and impactful.  
As a member of the Support team, you focus on delivering post-sales support and solutions to the Incorta customer base while advocating for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as technical questions regarding using and troubleshooting our Electronic Support Services. As a primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Incorta employees on diverse customer situations and escalated issues.

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 clustering.
• Provide day-to-day support to Incorta customers.
• Assist in diagnosing and resolving incidents and service requests referenced by Support Engineers and Junior Support Engineers
• Researches complex incidents and service requests and develops solutions.
• Ability to work on US time zone shift from 4 PM till 12 AM. Also urgent on-calls during the weekend.
• Design reports and dashboards.
• Enrich both the internal and customer Knowledge Base and user community.
• Demonstrates excellent oral and written communication skills.
• Participates on project teams related to his or her area of expertise and determines the support’s needs regarding new tools.
• Demonstrates commitment in areas of strategic importance to the organization.

You Have

• B.SC of Computer Engineering, Computer Science.
• 3 years of total technical experience.
• 1 year 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, Kafka.
• Good Experience in Python.
• Knowledge in RDBMS, DB modeling, and SQL.

Customer Management:

• Ability to understand customer problems and provide technical solutions in a timely manner.
• Ability to understand customer urgency and sensitivity to 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 (E-Business Suite) knowledge is a plus.
• ITIL V3 Foundation and relevant technical certifications related to areas of expertise are a plus.