The company is dedicated to empowering enterprises to reach their full potential with a strong focus on impact, innovation, and collaboration. We are seeking a Staff Cloud Support Engineer to join our expanding Support team, which is committed to delivering high-quality resolutions that drive data-driven business insights and results.
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In this role, you will work closely with customers to provide technical guidance and expert advice on the Data Warehouse, ensuring effective and optimal use of the platform. You will also serve as the voice of the customer, providing valuable feedback to product and engineering teams while playing a key role in team knowledge-building and strategic initiatives for process improvements.
Key Responsibilities:
- Drive technical solutions for complex problems through various communication methods (email, web, phone).
- Adhere to SLAs and escalation processes to ensure fast resolution of customer issues.
- Utilize the environment and related tools to investigate and document solutions to issues.
- Partner with engineering teams to prioritize and resolve customer requests.
- Provide support coverage during holidays and weekends based on business needs.
Qualifications:
- Bachelor’s or Master’s degree in Computer Science or equivalent discipline.
- 8+ years of experience in a Technical Support environment or similar technical functions in a customer-facing role.
- Excellent writing and communication skills in English, with attention to detail.
- Strong ability to work collaboratively across global teams.
- Familiarity with configuring and troubleshooting various data drivers and services, including but not limited to Amazon AWS Services and containerization technologies.
- Familiarity with ETL/ELT tools and data loading processes including SQL skills.
- Proven ability to troubleshoot on various operating systems and a strong understanding of internet protocols and authentication methods.
Language Requirements:
- Proficiency in English is required.
The company is growing rapidly, and we invite individuals who share our values and wish to challenge ordinary thinking while pushing the pace of innovation to join our team.
