Platform Support Engineer

Summary

Join Actian as a Platform Support Engineer and provide exceptional service and support to our Data Platform, Data Intelligence Platform, and Data Observability Platform customers and partners. You will leverage your expertise to troubleshoot complex issues, investigate product defects, and collaborate with engineers to resolve customer problems. This role requires strong customer communication and troubleshooting skills, experience with cloud platforms and various database technologies, and the ability to work independently and as part of a team. You will utilize Salesforce Service Cloud and other tools to manage support cases and contribute to our knowledge base. The position demands a high level of service aptitude, product knowledge, and customer responsiveness. Actian offers a dynamic environment where you can take initiative and make a significant impact.

Requirements

• Strong proven troubleshooting and customer service skills with 3-5 years of technical support experience as a Support Engineer, supporting mission critical software
• Strong customer communication skills; must be proficient in English (written and verbal) to be able to communicate comfortably with customers globally
• Strong customer service mindset, including attitude, ethics, and approach
• Excellent analytic, debugging and proven troubleshooting skills
• Can quickly grasp and self-learn new technologies
• Ability to work with minimum supervision and under own initiative – self-motivated
• Experience with Cloud platform technologies; AWS, Azure or Google ecosystems
• Knowledge of Data Discovery and Data Catalog tools such as Zeenea, Collibra, Alation or others and understanding of Data Governance
• Knowledge of Data Observability and Data Quality tools (e.g., Monte Carlo, Databand, Bigeye)
• Database Administration: experience and administration skills with the following database types: Relational technologies such as: Ingres, Vector, Oracle, DB2, MS SQL, PostgreSQL Analytics technologies such as: Snowflake, Teradata, Vertica, Neteeza
• Operating Systems Management experience on the following primary operating Systems; MS Windows and Linux
• Programming Language experience and the ability to write code for small test cases, for REST and GraphQL APIs
• Experience troubleshooting connectivity issues using a variety of technologies, i.e. ODBC, JDBC, Spark, JSON, etc
• Experience in BI/ETL technologies; Tableau, PowerBI, Looker, Qlik, etc
• Understanding of Data Governance fundamentals and concepts
• Understanding of Data Warehousing fundamentals and concepts

Responsibilities

• Provide customer support via phone and email to the Actian Cloud Data Platforms users
• Use Salesforce Service Cloud Reporting Portal to manage support cases, perform issue investigation of customer problems, answer customer questions, offer solutions to problems, monitor and answer community forum questions
• Respond to front line and escalated support calls of a complex nature and work independently toward resolution of customer problems
• Install, configure, test, and troubleshoot software or applications that may be necessary to reproduce or analyze the customer’s environment or problems
• Research and investigate product defects using traces, logs, and other software tools
• Help to set-up problem recreation environments and standards to support the organization
• Identify where problems occur within Actian products and recommend solution or area of defect to Software Engineers or management
• Work with Support Engineers, Senior Support Engineers, Principal Support Engineers, Team Leads and Software Engineers to expedite resolution of customer issues
• Troubleshoot data integration projects from Customers and our internal departments (Sustaining Engineering, Pre-sales)
• Work with customers to verify fixes supplied have resolved their problems
• Escalate customer issues to Software Engineering or support management as necessary
• Provide 24X7 and Follow-the-Sun support
• Provide Knowledge Documents and How-To Documents to support our technology
• Contribute content for the Knowledge base, the community forums, and the video library
• Demonstrate effective implementation of Actian's Core Competencies

Preferred Qualifications

Experience with Salesforce and Jira a plus