SQL Technical Support Engineer

Surrey  ‐ Remote
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Description

SQL Technical Support Engineer

A Powerhouse within the cloud computing platform industry is looking for a SQL Technical Support Engineer to join their team in Staines on an initial 12 month assignment with the flexibility to work remotely.

The Global Technical Support team is diverse, creative, fast-growing team! We provide technical support round the clock. Support Centers are located in Australia, India, Ireland, Japan, Netherlands, UK and US. We are looking for engineers who have passion for technology, problem solving and eager to help customers. We work with different internal teams to provide great customer experience. We thrive to meet objectives, maintaining work focus despite obstacles or setbacks.

As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and provide technical guidance in addressing their business needs. You will be the voice of the customer into product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.

What you get to do in this role:

  • Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services.
  • Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
  • Manage and resolve all issues.
  • Assessing, troubleshooting, resolve & providing root cause analysis for Product issues.
  • Manage customers' expectations and experience in a way that results in high customer satisfaction.
  • Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
  • Opportunity to become Subject Matter Expert in assigned areas of product functionality and utilise expertise effectively to help customers. Share & deliver knowledge sessions with peers globally.
  • Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
  • Help in development and mentoring of team members in technologies and the Platform.
  • Suggest and implement improvements to internal processes.
  • Work on technical and non-technical projects.
  • Communicate with customers and our teams through case, phone and other electronic methods.
  • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
  • Maintain impeccable case hygiene and customer related files and records.

Skills/Experience Required

  • Bachelor's in Computer Science (or related technical degree) or 3+ years of related experience within technical support or software coding environment
  • Advanced understanding of Object-oriented programming languages like Java.
  • Advanced knowledge of the components in web applications stack.
  • Scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell.
  • Strong Experience with relational databases (eg MySQL, Oracle).
  • Strong Experience using Linux/Unix.
  • Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease.
  • Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
  • Personal commitment to quality and customer service.
  • Ability to multi-task and efficiently manage the case queue.
  • Should be a team player working efficiently in a collaborative environment.
  • Proven ability to maintain a professional demeanour when handling complex user issues (difficult customers).
  • Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in timely manner.

Desired Skills

  • Experience providing SaaS/PaaS support.
  • A fundamental understanding of ITIL framework.
  • Experience diagnosing application performance related issues.
  • Experience in developing, maintaining or supporting Web Applications.
  • Knowledge of command line tools for log analysis such as AWK, grep, SED...

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

Start date
ASAP
Duration
12 months +
(extension possible)
From
Huntress Search Ltd - IT Recruitment
Published at
21.05.2022
Project ID:
2391315
Contract type
Freelance
Workplace
100 % remote
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