- Senior Customer Support Engineer - US Time Zone
Senior Customer Support Engineer - US Time Zone
Cairo / COGS - Customer Support / Full-time Incorta is a next-generation data analytics and business intelligence platform that excels at rapidly delivering business value from transactional data, this is the first real breakthrough in data analytics in 20 years. We provide an integrated end-to-end data experience, from data acquisition and enrichment to visualizing and sharing results. Our platform cuts project implementation time from months to weeks provides revolutionary query speed and maintains a unified, single source of truth for multiple workloads including business intelligence, analytics, and machine learning. Fully 90% of companies that try Incorta become customers, and over 98% of our customers are still with us. Our cloud-based service widens our reach into businesses of all sizes. There is simply no other analytics solution that is as cost-effective, agile, and impactful.
As a
Senior Customer Support Engineer, your focus is to deliver post-sales support and solutions to the Incorta customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting of our Electronic Support Services. Also, you will provide assistance to the rest of the Support engineers in troubleshooting complex and technically challenging issues. Enrich both the internal and customer knowledge Base and user community
We are seeking an energetic, data-driven Support Engineer who is passionate about providing an outstanding experience for our customers and our team members, driving continuous improvement, and helping others reach their potential. Our goal is to build the best Customer Experience on the planet, and you will help us do that!
YOU WILL
Leading contributor individually and as a team member, providing direction and mentoring to others. experience in resolving issues related to installation, upgrade, performance, and clusteringProvide day-to-day support to Incorta customers Assist in diagnosing and resolving incidents and service requests referenced by Support Engineers and Junior Support EngineersResearches complex incidents and service requests and develops Ability to work in the US time zone. Design reports and dashboards Enrich both the internal and customer Knowledge Base and user community Demonstrates excellent oral and written communication skills Ability to Lead special Support projects Participates on project teams related to his or her area of expertise and determines the support’s needs regarding new tools Demonstrates commitment in areas of strategic importance to the organization
YOU HAVE
B.SC of Computer Engineering, Computer Science. 8 years of total technical experience and 3-5 years of customer support experience 2+ years of work experience supporting analytics and BI software products Excellent analytical and troubleshooting skills Strong Experience in setting up (including clusters) and troubleshooting: Linux, Tomcat, Web logic, Zookeeper, Spark, Hilex, and Kafka Good Experience in Python Knowledge in RDBMS, DB modeling, and SQL
Customer Management
Ability to understand customer problems and provide a technical solution in a timely manner Ability to understand customer urgency and sensitivity of the problem Ability to speak confidently and communicate clearly with the customer Ability to work well in a demanding customer environment
Nice to have
Experience with BI tools like Tableau, MicroStrategy, PowerBI, or a similar product is a plus Experience supporting applications is a plus Oracle ERP (E-Business Suite) knowledge is a plus ITIL V3 Foundation and relevant technical certifications related to areas of expertise is a plus
We could tell you that we’re building something that truly optimizes the way business intelligence is done. We could also tell you that we’re backed by marquee VC's such as Google Ventures and Kleiner Perkins. Or even the fact that we were named one of Inc. Magazine’s Best Workplaces of 2022 while also being the only vendor to be recognized in the 2022 Gartner® Magic Quadrant™ and the 2022 Gartner® Market Guide. All true, but the real reason you will want to come work for Incorta is that you’ll be part of an early team that is building a game-changing analytics product that will allow companies to answer complex questions in seconds...not days or weeks like the current solutions. Incorta provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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