Technical Support Engineer

4 days ago

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ServiceRocket

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Training • Support Services • Implementation Services • LMS • Training Services

201 - 500

Description

•Provide prompt, high-quality technical support for cloud-based BI solutions (dashboards, reporting tools, analytics platforms) •Troubleshoot and resolve issues related to data integration, connectivity, performance, and application errors •Act as a liaison between customers and internal teams, escalating critical issues when necessary •Collaborate with product, development, and QA teams to enhance the functionality of BI tools and ensure smooth software releases •Educate customers on best practices and features of the BI tools to optimize their usage •Participating in building and maintaining technical documentation and knowledge bases for troubleshooting •Participate in on-call rotations Identify and recommend process improvements to deliver the highest level of customer satisfaction

Requirements

•Bachelor's degree in Technology, Computer Science, Networks or similar •2+ years of experience in a technical support role, preferably with cloud-based applications •Strong knowledge of BI tools (e.g., Superset, Preset, Tableau, Power BI, Looker, etc.) •Proficiency in SQL, Python, or other scripting languages used for data queries and analysis •Hands-on experience troubleshooting APIs, data pipelines, and ETL processes •Excellent communication skills, with the ability to explain complex technical concepts to non-technical users •Ability to work independently, manage multiple priorities, and stay calm under pressure •Strong problem-solving and analytical skills with a customer-focused mindset •Ability to work remotely across time zones •Strong communication skills in English •Nice to have: Knowledge of troubleshooting HAR files •Knowledge of data warehousing technologies •Familiarity with the Cloud databases(eg: Snowflake, BIgQuery) •Familiarity with REST API and web applications •Comfortable with programming languages such as Python, JavaScript, or similar language

Benefits

•Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit. •Stock options: you have the opportunity to participate in the ownership of the company. •Health insurance: we support you and your family–your well-being matters. •Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location. •Career pathways program: you can grow horizontally, vertically, or any way you want. •Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness. •Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.