Remote Senior Product Support Engineer

Summary

Join Brinqa as a Product Support Engineer to deliver quality resolutions to customers by working directly with them, providing experienced support and troubleshooting skills, and proactively addressing challenges that impact broader adoption of our products.

Requirements

• Highly Technical, 4+ years of experience with Java, Security and networking
• JSON experience is a plus
• Working knowledge of Linux and Linux command-line
• 3+ years of technical understanding and working knowledge of databases - SQL or Neo4j
• Basic understanding of 3-tier architecture
• Good listening skills coupled with good written and verbal communication skills
• Teamwork and collaboration skills

Responsibilities

• Work directly with customers to own all technical concerns regarding their deployments
• Provide experienced support and troubleshooting skills to resolve complex technical issues
• 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, demonstrated success as a highly creative, curious technologist and problem solver Multi-Tasker
• 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 customer issues
• Prioritize high-profile and escalated cases and follow through to resolution
• Write groovy/core java based script per customer requirements or re-write existing code for optimal execution per Brinqa platform versions
• 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

Benefits

• Competitive pay
• Stock options
• Multiple healthcare benefit packages
• Dental insurance
• Vision insurance
• Life insurance
• Short Term and Long Term Disability
• 401K with employer matching
• Paid time off (PTO)