Remote Senior Product Support Engineer

Summary

Join a dynamic and fast-moving customer support team to deliver quality resolutions to our customers as a Product Support Engineer.

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 our 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
• 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
• 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

Preferred Qualifications

• Experience working with Groovy and Grails
• Experience in Security and networking domain
• Knowledge of NoSQL databases, specifically Neo4j
• Familiarity with application deployment and AWS

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)