SENIOR APPLICATIONS SUPPORT ENGINEER

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Location: Costa Rica

Overview:

Project Area: AI, Data Analytics

Our client is a pioneer in the data catalog market and today is leading its evolution into a platform for a broad range of data intelligence solutions including data search & discovery, data governance, and digital transformation. Nearly 200 enterprises drive data culture, improve decision making, and realize business outcomes with this company.

As a Senior Applications Support Engineer, you will provide frontline support to our customers, prospects, and partners; helping them integrate with their enterprise platform. You will be responsible for triaging, troubleshooting, and debugging issues, as well as escalating to our advanced support engineering team as appropriate. Your work will be cross-functional and will involve working with engineering, QA, DevOps, product management, sales and customer success.

Responsibilities:

  • Provide technical support to customers, partners, prospects, and other Technical Support Engineers
  • Resolve customer issues via our case management tool, email, chat, and/or video conferencing
  • Build and utilize complex lab setups to replicate and resolve problems
  • Maintain a groomed backlog of cases and ensure that SLAs for Response Time & Resolution Time are consistently met
  • Provide accurate and complete support escalations and bug reports
  • Facilitate discussions and provide solutions in our Community portal
  • Be available for occasional weekend on-call coverage

Requirements:

  • At least 5 years of experience as a support engineer providing enterprise software application support
  • Bachelor’s degree in Computer Science or Information Technologies, or equivalent experience supporting software components
  • High degree of analytical, debugging, and troubleshooting skills in a fast-paced environment
  • Excellent written and verbal communication skills, with a strong ability to discuss complex technical topics with customers, engineers, and product managers
  • Linux system administration skills
  • Working knowledge of relational databases (SQL, Postgres, Oracle)
  • Working knowledge of Web servers, such as Apache and Nginx and cluster platforms such as Hadoop and Hive
  • Debugging applications written in JAVA and Python
  • Authentication protocols (Kerberos, SAML, LDAP, SSO, SSL certificates)

Additional Skills:

  • Comfort with working in a fast paced, rapidly changing environment.
  • Ability to work on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.
  • Strong analytical and troubleshooting skills.
  • Good verbal communication skills.
  • Promotes and solicits ideas within project team(s).
  • Ability to handle critical customer issues/problems.
  • Able to determine problems and deliver known solutions with a high level of customer satisfaction.
  • Ability to determine root cause and resolution for previously unknown problems.

A big plus if you have experience in the following areas:

  • REST APIs
  • Non-relational databases (Elasticsearch, NoSQL, MongoDB, etc)
  • Django system administration
  • JDBC and ODBC drivers
  • BI data sources (Tableau, MicroStrategy, etc)
  • Cloud platforms like AWS, Azure, GCP

If you are interested in this position,
please send your resume.

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