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Incorta

Posted 25 months ago

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Senior Customer Support Engineer - US Time Zone

CairoRemoteFull-time

AI Summary

Senior Customer Support Engineer focusing on post-sales support for Incorta customers, resolving incidents, guiding customers through troubleshooting, and mentoring other support engineers.

About this role

Incorta is a next-generation data analytics and business intelligence platform that excels at rapidly delivering business value from transactional data, this is the first real breakthrough in data analytics in 20 years. We provide an integrated end-to-end data experience, from data acquisition and enrichment to visualizing and sharing results. Our platform cuts project implementation time from months to weeks provides revolutionary query speed and maintains a unified, single source of truth for multiple workloads including business intelligence, analytics, and machine learning. Fully 90% of companies that try Incorta become customers, and over 98% of our customers are still with us. Our cloud-based service widens our reach into businesses of all sizes. There is simply no other analytics solution that is as cost-effective, agile, and impactful.

As a Senior Customer Support Engineer, your focus is to deliver post-sales support and solutions to the Incorta customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting of our Electronic Support Services. Also, you will provide assistance to the rest of the Support engineers in troubleshooting complex and technically challenging issues. Enrich both the internal and customer knowledge Base and user community

We are seeking an energetic, data-driven Support Engineer who is passionate about providing an outstanding experience for our customers and our team members, driving continuous improvement, and helping others reach their potential. Our goal is to build the best Customer Experience on the planet, and you will help us do that!

YOU WILL

  • Leading contributor individually and as a team member, providing direction and mentoring to others.
  • Experience in resolving issues related to installation, upgrade, performance, and clustering. Provide day-to-day support to Incorta customers
  • Assist in diagnosing and resolving incidents and service requests referenced by Support Engineers and Junior Support Engineers. Research complex incidents and service requests and develop solutions.
  • Ability to work in the US time zone.
  • Design reports and dashboards
  • Enrich both the internal and customer Knowledge Base and user community
  • Demonstrates excellent oral and written communication skills
  • Ability to lead special Support projects. Participates on project teams related to his or her area of expertise and determines the support’s needs regarding new tools
  • Demonstrates commitment in areas of strategic importance to the organization

    • YOU HAVE

  • B.SC of Computer Engineering, Computer Science.
  • 8 years of total technical experience and 3-5 years of customer support experience
  • 2+ years of work experience supporting analytics and BI software products
  • Excellent analytical and troubleshooting skills
  • Strong Experience in setting up (including clusters) and troubleshooting: Linux, Tomcat, Web logic, Zookeeper, Spark, Hilex, and Kafka
  • Good Experience in Python Knowledge in RDBMS, DB modeling, and SQL

    • Customer Management

  • Ability to understand customer problems and provide a technical solution in a timely manner
  • Ability to understand customer urgency and sensitivity of the problem
  • Ability to speak confidently and communicate clearly with the customer
  • Ability to work well in a demanding customer environment

    • Nice to have

  • Experience with BI tools like Tableau, MicroStrategy, PowerBI, or a similar product is a plus
  • Experience supporting applications is a plus
  • Oracle ERP (E-Business Suite) knowledge is a plus
  • ITIL V3 Foundation and relevant technical certifications related to areas of expertise is a plus

    • Skills

    BI Tools Familiarity (Tableau, MicroStrategy, PowerBI)Cluster SetupDB ModelingHadoopIncident DiagnosisITIL V3JavaKafkaKnowledge Base EnrichmentLinuxOracle ERP KnowledgePythonRDBMSSparkSQLTomcatUS Time Zone CoordinationWebLogicZookeeper

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