Senior Technical Support Engineer (TLV)

WHY YOU SHOULD JOIN OUR TECHNICAL SOLUTIONS TEAM:

As a Technical Solutions Engineer, you will work with leading enterprise organizations and startups to realize the power of data analytics with Sisense. 

Our Technical Support team spans the globe and has recently begun a major transformation effort to move to a SWARM model for our tools, processes, and organizational structure. This shift focuses on driving a collaborative, rewarding environment that measures value creation and team playing. Our team is aligned directly with our Product and Engineering teams through a robust Subject Matter Expert program. We are employing best-in-breed tools along with processes co-authored or influenced by our team directly. We believe in the power of great customer experience and the happiest customers are made by having the happiest team helping them. 

WHAT YOU’LL DO:

You will handle customer questions and issues by combining business acumen with technical assessment skills. You will work closely with Senior team members to develop your skills and technical expertise within specific areas of the product, with ongoing opportunities to grow.

You will partner with Customer Success Managers, Technical Account Managers, and Product to recognize trends in customer feedback and translate customer needs into a better overall product.

HOW YOU’LL RAMP:

By Day 30...

• Learn what Sisense is all about and how the product is utilized
• Learn technical support methodologies and the tools used at Sisense such as Grafana, Logz.io, Kibana, Jenkins, etc.
• Work on technical issues under the guidance of a Senior Solutions engineer.

By Day 60…

• Understand the Sisense architecture and how to translate it to troubleshooting customer issues.
• Shadow calls and tickets with Senior Support Engineers.
• Work on technical issues under the guidance of a Senior Solutions engineer.

By Day 90...

• Work in your designated SWARM pod to own and resolve customer incidents through their lifecycle.
• Understand internal escalation processes 
• Work as part of a team of engineers that globally ensure 24 hour customer support. 

WHAT YOU’VE ACCOMPLISHED… SO FAR:

• 3-5 years of hands-on experience supporting a software platform/product in a customer facing B2B environment
• Kubernetes or Docker experience
• Proven ability managing time-sensitive critical issues with high autonomy
• Strong interpersonal skills and conflict resolution
• Excellent written and oral communication skills

• Experience with one of the following areas of expertise:

• Data:
• Experience with databases such as Mongo, Redshift, MySQL, Oracle, Snowflake
• Experience with data modeling and query optimization
• Experience with python or R
• Experience working with JDBC framework
• Front End:
• Experience with Rest APIs 
• JavaScript knowledge is a plus
• SQL/NoSQL is a plus

Nice to have:

• Experience operating in a Kubernetes based Linux environment such as AWS, Azure, Google
• Experience managing IT infrastructure: server management, networking, proxy setup, etc

OUR INTERVIEW PROCESS:

• We’ll assess your analytics and process skills
• We'll simulate what it's like to work on the team. You will be given a real customer incident to analyze