Description

You will resolve complex technical issues for enterprise customers through deep root cause analysis and troubleshooting of multi-tiered software applications.

This role is remote.

Responsibilities

• Perform root cause analysis on customer issues to resolve technical blockers and share knowledge with peers.
• Document all troubleshooting steps, communications, and activities thoroughly within support systems.
• Collaborate with Engineering, Technical Operations, and Consulting Services to resolve escalated issues.
• Educate customers on product functionality and create solution entries for the knowledge base.
• Lead internal training sessions or informal courses on specific product troubleshooting areas.

Required Skills

• 7-10 years of experience in a software support environment for complex, multi-tiered enterprise applications.
• Proven experience writing and debugging SQL statements, spending at least 20% of time on relational databases.
• Proficiency with XML, JavaScript, and HTML (minimum 2 years).
• Experience with database platforms: Oracle, SQL, MySQL, or PostgreSQL.
• Hands-on experience with web services APIs, database connectors, and SOAP.
• Minimum 2 years of experience with network, client, and server connectivity.
• Recent experience (within the last 5 years) supporting business or enterprise-level customers.
• Demonstrated ability to work through complex, database-centric, internet-based systems independently.

Preferred Skills

• Digital marketing experience from an email service provider or industry competitor.

Key Skills

Education

Any Graduate