Senior Technical Support Engineer

Job Description

Privacera is looking for a Technical Support Engineer to join us on our exciting adventure of making the world of data safe and compliant. You will provide support to our customers for diagnosing, reproducing, and fixing Privacera product issues. To be successful in this role, you must be a team player, a motivated self-starter, be committed to ongoing self-education, possess strong customer service skills, and have excellent technical problem-solving skills. Enthusiastic about Big Data and the cloud ecosystem. This highly technical position requires an aptitude for creativity and strong communication skills. Responsibilities: Resolve customer problems with a sense of customer care and urgency Liaison with an offshore-based cross-functional team to resolve customer issues Maintain customer loyalty through integrity and accountability Research customer issues in a timely manner and follows up directly with the customer with recommendations and action plans Be able to triage technically and offer technical solutions and/or workarounds. Escalate cases facilitate speedy resolution when customer satisfaction comes into question Work closely with the cross-functional team when the problem is beyond the scope of technical support or falls out of the support teams expertise Maintain ownership and management of the overall resolution for any escalated case, even when cross-functional groups are involved Leverage internal technical expertise, including development engineers in the US and India, to provide the most effective solutions to customer issues Create knowledge base content to capture new learning for re-use throughout the company and user base Participate in technical communications within the team to share best practices and learn about new technologies and other ecosystem applications Participate in the daily and weekly meetings with the support team and technical leadership Actively participate in Privacera community to assist with generic support issues Team members are required to work some weekends to support our customers. Desired Qualifications and Skills: Bachelor's degree in Computer Science or Engineering with 7 plus years of enterprise software support experience Docker or Kubernetes or Hadoop. Any cloud ( GCP or AWS or Azure) 2+ yrs. Unix/Linux OR MAC OS. 3+ yrs. Big data 2+ yrs.(optional) troubleshooting experience 3+ yrs. Deal with costumer or client handling exp. with 1+ yrs. Excellent Comm. skills. Product Application support exp. : A solid and enthusiastic commitment to resolving customer problems in high quality and timely manner Experience with SaaS Must have a strong Linux background Support/troubleshooting experience in two or more of the following areas: Networking, Big data technologies such as Ranger, Spark, Kafka, Solr, Hive Cloud-based big data solutions such as Databricks and Snowflake AWS, GCP, Azure cloud infrastructure Kubernetes, Docker, Hadoop Experience working with LDAP, Identity and authorisation providers Good Java application knowledge and troubleshooting skills (Threaddump, GC, JVM) Distributed systems and load balancer experience Good written and verbal communication skills with a strong aptitude for learning new technologies and understanding how to utilise them in a customer-facing environment Excellent interpersonal skills with the ability to maintain and be in control of customers under all circumstances. Grace under pressure must be able to deal with difficult customer situations with professionalism High energy, high integrity, and modest demean or with customers are a must.