Technical Solutions Engineer

Summary

Join Sisense's Technical Solutions team as a Technical Solutions Engineer and work with leading organizations to leverage data analytics. Collaborate globally using the SWARM model, focusing on value creation and teamwork. Partner with various teams to improve the product based on customer feedback. The role involves handling customer inquiries, troubleshooting issues, and developing technical expertise. The schedule is a day shift (9:00-18:00 Kyiv time), Monday-Friday, with occasional weekend shifts. The position offers opportunities for growth and development within a supportive and collaborative environment.

Requirements

• Have proven hands-on experience supporting a software platform/product in a customer-facing B2B environment
• Have experience with databases such as Mongo, Redshift, MySQL, Oracle, Snowflake
• 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 both through the Sisense UI and the terminal
• 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, Logz.io , Kibana, Jenkins, etc
• Work on technical issues under the guidance of a Senior Solutions engineer
• Shadow calls and tickets with Senior Support Engineers
• Understand the Sisense architecture and how to translate it to troubleshoot 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

Preferred Qualifications

• Have experience with Rest APIs
• Have work experience with Docker/ Kubernetes/ Linux
• Have experience working with JDBC framework
• Have experience with Python or scripting languages such as HTML/Javascript

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