Customer Support Database Engineer

Overview

Job Description:

Customer Support Database Engineer

The Customer Support Database Engineer is responsible for enabling the day-to-day
operations associated with our SaaS offerings. The team is responsible for frequent
data loads of client data, monitoring ETL and data processing, removing/resolving
points of failure, and determining methods to improve query performance.
This role will work both independently and as a team member, performing a large
variety of tasks.
This role is customer facing. The individual will provide expertise to customer business
and IT departments. 2 nd and 3 rd level support will be required. This individual will be
responsible for investigating and resolving easy to extremely complex issues.

What you’ll do:
 Be a key player in the delivery of the SLA and works with customer support team to
define and execute 24X7 customer support plan.
 Work queued cases from internal and external customers.
 Triage cases, assist customers, resolve issues and bugs.
 Assist in coordinating response to major incidents, including post-incident root
cause analysis.

 Act as an escalation point to resolve critical and major client related issues.
 Monitor ETL Processing – using Rundeck, AWS tools, Matillion, and other services.
 SQL, Tableau and script development for on-going improvements.
 Work closely with the professional services team to understand the needs of each
client implementation.
 Assist with the on-boarding of new customers.

What you need:
 This role requires weekend duties and may be asked to work an alternative schedule
in the evenings.
 Experience in technical support, issue management, and conflict resolution.
 Intermediate to expert knowledge of SQL (MySQL, SQL Server) and experience
using Python.
 Demonstrable experience diagnosing bugs/issues in customized software solutions.
 Experience with Salesforce and Salesforce-based apps. Salesforce Administration
and/or development a plus.

 Experience with Tableau or other data visualization tools.
 Great organization, collaboration, communication, and coordination skills.
 Ability to work across the organization and collaborate with customers, sales,
services, and account management.
 Experience working in a structured change management process for highly available
environment a plus.
 Experience supporting a critical client facing web application

"Technical Skills:

SQL, MySQL, SQL Server, Python, AWS, Rundeck, Matillion, Tableau, Salesforce, ETL, Change Management, Web Application Support"

Job Type: Full-time

Pay: ₹428,235.11 - ₹857,558.36 per year

Work Location: In person