Customer Support Engineer II

Key Responsibilities:

• Take end-to-end ownership of customer cases, including initial troubleshooting, root cause identification, handling impending escalations, and case resolution.
• Provide troubleshooting support to customers and partners via multiple channels (web, email, phone, virtual meetings, etc.).
• Work closely with customers and stakeholders to ensure timely resolution of reported incidents.
• Develop, test, and document workarounds for reported product tickets.
• Communicate with engineering teams to report and investigate customer issues.
• Contribute solutions to the knowledge base.
• Collaborate with team members to provide guidance, mentorship, and training.
• Participate in technical and non-technical team projects.

Skills We're Looking For:

• 7+ years of experience in database administration and enterprise support.
• Excellent working knowledge of relational databases (Oracle, SQL Server, MySQL, Postgres); replication knowledge is a plus.
• Advanced experience with database security, performance tuning, backup & recovery, and query optimization.
• Strong networking knowledge, including debugging latency and connection issues.
• Strong Unix/Linux OS experience.
• Solid application development or enterprise support experience.
• Excellent analytical, problem-solving, and interpersonal skills.
• Proactive in anticipating potential customer issues.
• Positive attitude and customer-focused approach.
• Solid understanding of data warehousing fundamentals and concepts.
• Independent, self-motivated, and quick learner.