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Senior Software Support Engineer (remote)
Posted 4 months agoViewed
💎 Seniority level: Senior
🔍 Industry: Software Development
🏢 Company: CData Virtuality
🗣️ Languages: English
Requirements:
- Understanding of database technology and Linux.
- Proficiency in SQL and ability to debug source code.
- Experience in software support/consulting or a comparable function.
- Highly skilled in troubleshooting and understanding documentation for desired behavior.
- Ability to simplify complex topics and work independently under pressure.
- Experience with SLA-bound operations and screen-sharing/phone support.
- Familiarity with bug trackers, Cloud Platforms (AWS, Azure), and container platforms.
Responsibilities:
- Handle customer inquiries through in-product Intercom, providing all from 1st to 3rd level support, with a higher focus on 2nd and 3rd level.
- Offer support to EU and US customers, focusing on ticket-based troubleshooting and problem resolution.
- Utilize monitoring systems and tools to identify and address incidents proactively.
- Set up, configure, and use cloud management and monitoring tools, as well as manage cloud environments, perform software updates/upgrades on our customers' Windows and Linux machines (remote via RDP and SSH), and support the operation of our software and servers.
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