Customer Support Engineer II

Job Title: Customer Support Engineer II

Location: 100% Remote (India Based Only)

Hiring Manager: Senior Customer Operations Manager

Estimated salary range: INR 2,000,000.00 to INR 3,500,000.00

• The salary offered for this position will be based on a candidate’s experience and skill demonstrated during interviews and other evaluations

Position Overview We are looking for someone excited to work on customer support-related processes, procedures, and policies. You will play an important role as a technical liaison between Engineering and our customers. The ideal candidate for this role will be enthusiastic about asking questions, sharing knowledge, and working with others to achieve our clients’ goals.

Responsibilities

• Work on customer facing projects.
• Understand and support the Ocient product in the Ocient Cloud, On-Premises, GCP and AWS environments.
• Enter an on-call rotation for Customer issues.
• Collaborate with internal teams on issue and feature validation.
• Help triage customer ticket: High volume ticket handling and prioritization.
• Document root cause analysis
• Gain expertise of Ocient solutions
• Reports to leadership and external teams.
• Assist Level I Customer Support Engineer through diagnosis and resolution of complex problems in a distributed system environment.

Ideal Qualifications

• BS or MS in computer science, computer engineering, or related field
• 5 to 6 yrs. Experience in customer support or similar role
• SQL and Database Administration in a Linux/Unix Environment
• Strong understanding of system administration and support of operations
• Advanced troubleshooting, log analysis
• Hardware/ Linux Kernel knowledge

An Exceptional Candidate Will Have

• Experience with query analyzers and query tuning / slow query optimization against large data sets
• Linux OS proficiency
• Network troubleshooting
• Experience in coding/writing scripts
• Experience setting up infrastructure in a data center, including network configuration and monitoring