Customer Support Database Engineer

Job Description

The Customer Support Database Engineer is responsible for enabling the day-to-dayoperations associated with our SaaS offerings The team is responsible for frequentdata loads of client data, monitoring ETL and data processing, removing/resolvingpoints of failure, and determining methods to improve query performance This role will work both independently and as a team member, performing a largevariety of tasks This role is customer facing The individual will provide expertise to customer businessand IT departments 2 nd and 3 rd level support will be required This individual will beresponsible for investigating and resolving easy to extremely complex issues What youll do: Be a key player in the delivery of the SLA and works with customer support team todefine and execute 24X7 customer support plan Work queued cases from internal and external customers Triage cases, assist customers, resolve issues and bugs Assist in coordinating response to major incidents, including post-incident rootcause analysis Act as an escalation point to resolve critical and major client related issues Monitor ETL Processing using Rundeck, AWS tools, Matillion, and other services SQL, Tableau and script development for on-going improvements Work closely with the professional services team to understand the needs of eachclient implementation Assist with the on-boarding of new customers What you need: This role requires weekend duties and may be asked to work an alternative schedulein the evenings Experience in technical support, issue management, and conflict resolution Intermediate to expert knowledge of SQL (MySQL, SQL Server) and experienceusing Python Demonstrable experience diagnosing bugs/issues in customized software solutions Experience with Salesforce and Salesforce-based apps Salesforce Administration and/or development a plus Experience with Tableau or other data visualization tools Great organization, collaboration, communication, and coordination skills Ability to work across the organization and collaborate with customers, sales,services, and account management Experience working in a structured change management process for highly availableenvironment a plus Experience supporting a critical client facing web application Technical Skills: SQL, MySQL, SQL Server, Python, AWS, Rundeck, Matillion, Tableau, Salesforce, ETL, Change Management, Web Application Support