Product Support Engineer

Summary

Join Brinqa's dynamic customer support team as a Product Support Engineer! You will directly engage with customers, owning all technical aspects of their deployments. Leverage your expertise to resolve complex issues, proactively address challenges, and ensure seamless product adoption. You'll perform in-depth troubleshooting, provide root cause analysis, and prioritize high-profile cases. This role requires strong technical skills, problem-solving abilities, and excellent communication. Brinqa offers a supportive environment for growth and development, along with competitive compensation and benefits.

Requirements

• Have 4+ years of experience with Java, Security and networking
• Have 3+ years of technical understanding and working knowledge of databases - SQL or Neo4j
• Possess a basic understanding of 3-tier architecture
• Have good listening skills coupled with good written and verbal communication skills
• Possess teamwork and collaboration skills

Responsibilities

• Work directly with customers to own all technical concerns regarding their deployments and provide experienced support and troubleshooting skills to resolve complex technical issues, and proactively address any challenges that impact broader adoption of Brinqa products
• Own and resolve issues with a high sense of urgency and professionalism
• Perform in-depth troubleshooting, be familiar with the customer environments, and provide root cause analysis reports
• Be a problem solver. Demonstrate success as a highly creative, curious technologist and problem solver Multi-Tasker. Demonstrate the ability to multitask, handle frequent interruptions, and prioritize a high volume workload with a high sense of urgency and accuracy
• Handle high priority tickets, hop on calls right away with customers to identify root causes or establish immediate steps and communicate towards addressing the issues
• Coordinate with internal teams as needed, identify issues and establish next steps to address the customer issues
• Prioritize high-profile and escalated cases and follow through to resolution
• For optimal execution per Brinqa platform versions, write groovy/core java based script per customer requirements or re-write existing code
• Maintain excellent relationships with customers while maintaining impeccable case hygiene and customer related files and records
• Suggest and implement improvements to internal processes and tools

Preferred Qualifications

• Have experience working with Groovy and Grails
• Have experience in Security and networking domain
• Have knowledge of NoSQL databases, specifically Neo4j
• Have familiarity with application deployment and AWS
• Be proficient in the following software: Nginx, Apache Tomcat, IntelliJ IDEA, JIRA

Benefits

• Growth opportunities to learn and grow
• Competitive pay and stock options
• Multiple healthcare benefit packages
• Dental and vision insurance
• Life insurance
• Short Term and Long Term Disability
• 401K with employer matching
• Unlimited time-off (RTO) along with federally recognized holiday schedule
• Sick Time