Description

Provide frontline technical support for customers and partners, managing the end-to-end support lifecycle from problem identification to resolution.

Responsibilities

• Own customer communications via phone and web, ensuring professional etiquette and timely responses to meet KPI targets.
• Troubleshoot complex mission-critical database solutions and perform root cause analysis using data collection tools.
• Participate in case triage meetings to share knowledge and develop efficient technical solutions.
• Create knowledge base articles and self-help assets to document workarounds and best practices.
• Collaborate with subject matter experts, Engineering, and Management to resolve escalated issues.

Required Skills

• 5+ years of overall professional experience in production support.
• Hands-on experience with database environments and strong proficiency in SQL and RDBMS technologies.
• Foundational knowledge of Azure and deep understanding of database concepts and deployments.
• Proven troubleshooting skills to determine root causes and develop solutions.
• Strong technical writing and verbal communication skills.
• Ability to work independently, manage a diverse workload, and make quick decisions regarding ticket escalation.

Preferred Skills

• Experience supporting Azure or other cloud-based solutions.
• Troubleshooting experience with Open-Source Databases like MySQL or PostgreSQL.
• Knowledge of basic networking, storage, and platform troubleshooting.

Key Skills

Education

ANY GRADUATE