Technical Support Engineer

About the Project

Our client is a Business Intelligence platform enabling customers to connect multiple data sources (e.g., Excel, SQL) into a unified environment, build interactive dashboards, apply formulas, and customize via plugins, scripts, and embedding. The product supports both SaaS and on-prem deployments. Support is organized into 4 pods: Analytics, DevEx, Data, and Infra.

About Role:

As a Technical Solutions Engineer, you will work with leading enterprise organizations and startups to realize the power of data analytics. Our Technical Solutions team spans the globe and uses the 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 directly influenced by our team. We believe in the power of great customer experience, and the happiest customers are made by having the happiest team helping them.

Work Hours: PST business hours.

Required skills:

- Proven hands-on experience supporting a software platform/product in a customer-facing B2B environment.
- Ability to communicate complex technical concepts in a clear, concise, and professional manner.
- Hands-on experience with Linux operating systems (Debian and RHEL-based), including package management, service management, log analysis, file permissions, user and process management, and troubleshooting system resources (CPU, memory, disk, I/O).
- Basic networking knowledge, including OSI,DNS, TCP/IP, HTTP/HTTPS, SSL/TLS, subnets, routing, and firewall concepts, with ability to troubleshoot using tools like ping, traceroute, curl, or netstat.
- Understanding of containerisation (images, containers, networking, volumes) and virtualisation (VMs, hypervisors) concepts, and familiarity with orchestration concepts such as deployments, scaling, and service discovery.
- Hands-on experience with Docker and Kubernetes is a strong advantage.

Nice to have:

- Knowledge of Python or scripting languages such as Bash is a plus.
- Experience with SQL and NoSQL databases is an advantage.
- Familiarity with REST APIs is an advantage.
- Experience with cloud providers (AWS, Azure, Google Cloud) is an advantage.

About you:

- You have a data-driven, analytical mindset with excellent problem-solving skills
- You are detail-oriented, with the ability to prioritize, multitask, and meet deadlines
- You demonstrate a proven ability to stay motivated and work effectively both independently and as part of a team
- You bring a proactive passion for supporting and helping others
- You have a strong desire to learn, grow, and contribute to the company's core values of collaboration and service
- You possess excellent English communication, listening, and writing skills
- You possess a strong sense towards customer sentiment and adapt your communication style accordingly
- You are clear in setting expectations and meeting the promised timeline

Scope of work:

- You will handle customer questions and issues by combining business acumen with technical assessment skills. You will perform troubleshooting of issues both through the UI and the terminal
- 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