Ocient Inc.

Job Title: Senior Customer Support Specialist

Location: Remote (India Based Only)

Hiring Manager: Senior Customer Operations Manager

Estimated salary range: 2,800,000 INR to 3,800,000 INR

• The salary offered for this position will be based on a candidate’s experience and skill demonstrated during interviews and other evaluations

About Ocient:

Ocient is a hyperscale data solutions company headquartered in Chicago, IL, enabling organizations to analyze trillions to quadrillions of data records in seconds. Over the past five years, Ocient has built a SQL compliant data warehouse for Petabyte and beyond datasets that is 10x to 50x times faster than competitive OLAP databases.

Position Overview:

We are looking for someone excited to take ownership of customer support-related processes, procedures, and policies. You will play an important role as a technical liaison between Engineering and our customers. The ideal candidate for this role will be enthusiastic about asking questions, sharing knowledge, and working with others to achieve our clients’ goals.

Responsibilities:

• Lead the improvement of customer support-related processes, procedures, and policies
• Support Ocient managed customer solutions in a Linux/Unix Environment.
• Assist in the administration and monitoring of Ocient Managed Database Solutions.
• Contribute to a customer-facing knowledge base
• Create and maintain documentation for all major installations and implementations
• SQL/Query Performance Troubleshooting and Tuning
• Leverage strong technical skills and equally strong customer service skills to assist customers through diagnosis and resolution of complex problems in a distributed system environment
• Respond to customer questions regarding technical solutions through phone calls, help tickets, and email
• On-call support rotations
• Effectively manage multiple issues while providing timely responses and meeting Service Level objectives
• Access data center (remotely) in diagnosing customer issues
• Assist in the onboarding, training, installation, and buildout of customer deployments
• Provide product feedback to the engineering team for continuous improvement of the product
• Work directly with customers and represent Ocient with a positive attitude
• Technical Account Management - Represent key customers' issues, needs, and business goals.
• Develop a strong understanding of the Ocient product
• Provide detailed Root Cause Analysis and Corrective Action Plans
• Issue reproductions, fix, and workaround validation
• Aid in customer and internal support process and tooling evolution
• Create tools to be used by support professionals and customers in day-to-day activity.
• Communicate quality & product trends to internal organizations

Qualifications:

• BS or MS in computer science, computer engineering, or related technical field
• 5+ years of experience in customer support or a similar role
• 5+ years of experience supporting database solutions

• SQL, Database Administration and Kernel knowledge in a Linux/Unix Environment.
• Strong understanding of system administration and support of operations
• Experience with query analyzers and query tuning / slow query optimization against large data sets.
• Advanced troubleshooting, log analysis
• Network troubleshooting
• Python
• Experience setting up infrastructure in a data center, including network configuration and monitoring
• Strong customer-facing skills
• Technical writing
• Strong verbal communication
• Ability to communicate and build relationships with customers, teammates, and with other team members.

Ideal Experience:

• Experience in large-scale / distributed systems
• Understanding of installing and configuring databases, JDBC/ODBC drivers, and database monitoring solutions
• Experience with stream-processing software (e.g. Kafka)
• AWS & GCP Experience 

We are not open to using an agency or staffing company at this time. We do not accept unsolicited agency or staffing resumes and we are not responsible for any fees related to unsolicited resumes.