Technical Support Engineer I

Summary

Join CData's technical support engineering team and solve technical issues for customers using their real-time data connectivity products. You will tackle unique challenges daily, requiring exceptional problem-solving skills and the ability to research and debug issues across 250+ products. This role provides valuable experience working with leading industry technologies (MongoDB, QuickBooks, Salesforce, etc.) and allows you to grow your expertise. You'll collaborate with various teams to ensure superior service and support. The position offers opportunities to develop your skills and specialize in areas that align with your aptitudes. This role is based in North Carolina Research Triangle or East Coast (preferred), with remote options available in several other states.

Requirements

• Bachelor’s degree in Computer Science, Computer Technology, or in a STEM field from an accredited university or equivalent professional technical experience
• Ability to work independently and collaboratively with other team members
• Ability to communicate solutions and ideas effectively to users of varying technical levels
• Ability to read and write code to solve basic problems in a least 1 coding language (preferably Java or C#)

Responsibilities

• Provide technical support across your assigned CData product lines via Salesforce service desk
• Manage Support tickets effectively in Salesforce following all internal procedures around SLAs, tracking ticket status, and escalations to engineering
• Setup test environments (including Windows, Linux, and Mac) and tools to match customer use cases to help troubleshoot issues
• Report technical issues and feature requests via our internal ticketing system (Jira), test fixes, and update customers accordingly
• Provide well-written, thorough responses to customers, adapting your language to their technical level
• Help create and add to existing knowledge base articles, troubleshooting guides, FAQs, and other support collateral for both internal and external consumption
• Join web meetings with customers to go in depth with troubleshooting in live customer environments
• Perform code analysis to troubleshoot low-level coding issues

Benefits

• 11 Paid Holidays
• 20 Days of PTO
• Employer-paid Medical, Dental, and Vision plans (100% for employee, 50% for dependents)
• HSA with Company Contribution
• Employee Assistance Program
• 401k with 6% Immediately Vested Company Match
• Professional development opportunities