Technical Solutions Engineer

Summary

Join Sisense's Technical Solutions team as a Technical Solutions Engineer and leverage data analytics to empower leading organizations. Collaborate globally with a team using a SWARM model, focusing on value creation and teamwork. You will handle customer inquiries, troubleshoot UI issues, and partner with other teams to improve the product. The role involves a day shift schedule with occasional weekend shifts and UA holiday coverage. Continuous growth opportunities are provided through mentorship and involvement in a robust Subject Matter Expert program.

Requirements

• Have proven hands-on experience supporting a software platform/product in a customer-facing B2B environment
• Have experience with scripting languages such as HTML/Javascript
• Have experience with databases such as Mongo, MySQL
• Have experience in reading and writing SQL queries
• Have a data-driven, analytical mind and excellent problem-solving skills
• Be detail-oriented with the ability to prioritize, multitask, and meet deadlines
• Have a proven ability to motivate and work both independently and in a team environment
• Have a passion for supporting and helping others
• Have a strong desire to learn, grow, and contribute to overall company values of collaboration and service
• Have excellent English communication, listening, and writing skills

Responsibilities

• Handle customer questions and issues by combining business acumen with technical assessment skills
• Perform troubleshooting of issues in UI
• Work closely with Senior team members to develop your skills and technical expertise within specific areas of the product, with ongoing opportunities to grow
• Partner with Customer Success Managers, Technical Account Managers, and Product to recognize trends in customer feedback and translate customer needs into a better overall product
• Learn what Sisense is all about and how the product is utilized
• Learn technical support methodologies and the tools used at Sisense, such as Grafana, Coralogix, Jenkins, etc
• Work on technical issues under the guidance of a Senior Solutions Engineer
• Shadow calls and tickets with Senior Solutions Engineers
• Understand the Sisense architecture and how to translate it to troubleshooting customer issues
• Work on technical issues under the guidance of a Senior Solutions Engineer
• Work in your designated SWARM pod to own and resolve customer incidents through their lifecycle
• Understand internal escalation processes
• Work as part of a team of engineers that globally ensure 24-hour customer support
• Handle your own share-screen sessions with customer

Preferred Qualifications

• Have experience with Rest APIs
• Have work experience with Docker/Kubernetes/Linux

Benefits

• We’re all working remotely now
• We hire only people we trust. All Sisensers join the company without a probation period
• We believe all Sisensers should be owners of our company’s success. We grant all employees stock options that start vesting on Day One
• We support a work-life balance philosophy and provide unlimited vacations (flexible time off) and additional long weekends to all Sisensers
• We support professional growth with access to the modern learning platform
• We care about each other. All team members have extended medical insurance
• We provide Sisensers with a sports reimbursement to support physical fitness and mental wellbeing