Senior Product Support Engineer - U.S. East

Responsibilities

• Provide fast-paced product and technical support to full portfolio of DataVisor clients via support ticketing system
• Triage support requests effectively to maintain proper prioritization
• Monitor and manage internal alerts and dashboards for system health (API throughput/latency, UI functionalities, batch data pipelines, data backup, high availability failover)
• Gain and maintain deep knowledge of DataVisor products, system architecture, and customer use cases
• Work closely with Engineering teams (Infrastructure, Platform, Frontend, QA) and Product team on escalation of product bugs or system issues
• Facilitate issue investigation, root cause analysis, and progress updates internally and externally
• Document issues, steps to reproduce, triage findings, investigation results, workarounds, and solutions using Zendesk and Jira
• Analyze and track recurring support issues and trends to provide feedback on product enhancements and training

Requirements

• 3+ years of technical support experience in SaaS companies in Big Data Analytics industry
• 1+ years of experience using and/or supporting real time data processing or Decision Engine type products
• B.A./B.S. degree in a technical or analytical discipline
• Excellent problem-solving and troubleshooting skills
• Excellent communication skills and ability to multitask in fast-paced environment
• Strong time and project management ability
• Ability to communicate technical information accessibly to non-technical employees

Nice-to-Haves

• Coding and database experience (Python, Java, SQL)
• Process standardization and process improvement mindset

Benefits

• Bonus
• Stock Options
• 401k
• Health Benefits