Responsibilities:
• Troubleshooting and solving complex product issues in a timely manner and high quality, analyzing Application events, system logs, and AWS metrics, gain Insights by querying and analyzing data from multiple data sources and providing root cause analysis to customers.
• This position involves close work with the company Customers, Success managers, Delivery and R&D teams.
• Developing automatic tools to increase the Support team’s efficiency, performance, and knowledge.
Requirements:
• At least 5-6 years of experience as a Tier-4/Senior level technical support engineer supporting SaaS-based products/services.
• Bachelor of Science or equivalent degree.
• Proficiency in understanding programming languages such as Java, JavaScript and Node.js.
• Proficient in writing Complex SQL queries and fetching information from Redshift and MySQL.
• Experience with AWS services, such as CloudWatch and S3.
• Experience with Splunk – an advantage.
• Excellent English: verbal and written.
• Have the desire and ability to learn new technologies.
• Excellent customer relationship skills and service orientation.
• Excellent teamwork skills, ability to self-motivate and work independently, manage multiple issues simultaneously and willingness to train team members and customers.
