Technical Solutions Engineer

Technical Solutions EngineerLevelSeniorDepartmentTypeProjectSisenseLocations:FlorianopolisSao PauloJob DetailsPosted on:October 21, ****About the CompanyEstablished in ****, ALLSTARSIT was founded with a clear vision: to enhance the landscape of global IT employment by bridging the gap between companies and skilled professionals.The core belief was that assembling a team shouldn't be hindered by geographical constraints.Fast forward to the present day, ALLSTARSIT stands as an international outstaffing service provider committed to change the way businesses recruit, compensate, and oversee top talent worldwide.With operational hubs scattered across Europe, Asia, and LATAM, and its headquarters situated in San Francisco, US, the company boasts a workforce of over 1,000 adept professionals.Spanning across more than 20 countries, ALLSTARSIT offers a diverse range of skilled employees across various verticals, including AI, cybersecurity, healthcare, fintech, telecom, media, and so on.About the ProjectThe client is a leading business intelligence (BI) software company that enables organizations to turn data into actionable insights.Their platform empowers users to visualize and analyze data easily, helping them make informed decisions.The company values innovation, collaboration, and excellence, and is looking for talented engineers to join the team.As a Technical Solutions Engineer, you will work with leading enterprise organizations and startups to realize the power of data analytics with the client's platform.The Technical Solutions team spans the globe and uses the SWARM model for tools, processes, and organizational structure.This approach focuses on driving a collaborative, rewarding environment that measures value creation and teamwork.The team is aligned directly with Product and Engineering teams through a robust Subject Matter Expert program.They employ best-in-breed tools along with processes co-authored or directly influenced by the team.The client believes in the power of great customer experience, and the happiest customers are supported by the most effective technical team.Required skills:Proven hands-on experience supporting a software platform/product in a customer-facing B2B environmentExperience with databases such as MongoDB, Redshift, MySQL, Oracle, and SnowflakeSkilled in reading and writing SQL queriesUnderstanding Data Modeling, ETL/Data Integration is a plusKnowledge of Mongo Shell Scripting is a strong advantageExperience working with the JDBC framework is a plusPractical experience with Linux operating systems (Debian and RHEL-based)Experience with Docker and Kubernetes is a strong advantageUnderstanding of Containerization Concepts and Auto-Scaling is a plusFamiliarity with REST APIs is an advantageKnowledge of Python or scripting languages such as JavaScript is a plusABOUT YOU:You have a data-driven, analytical mindset with excellent problem-solving skillsYou are detail-oriented, able to prioritize, multitask, and meet deadlinesYou demonstrate a proven ability to stay motivated and work effectively both independently and as part of a teamYou bring a proactive passion for supporting and helping othersYou have a strong desire to learn, grow, and contribute to the company's core values of collaboration and serviceYou possess excellent English communication, listening, and writing skillsYou possess a strong sense of customer sentiment and adapt your communication style accordinglyYou are clear in setting expectations and meeting promised timelinesScope of work:Handle customer questions and issues by combining business acumen with technical assessment skills.Perform troubleshooting of issues through the platform's UI and the terminal.Work closely with Senior team members to develop skills and technical expertise within specific areas of the product, with ongoing opportunities to grow.Partner with Customer Success Managers, Technical Account Managers, and Product to recognize trends in customer feedback and translate needs into a better overall product.HOW YOU'LL RAMP:By Day 30:Learn the platform and how the product is utilized.Learn technical support methodologies and the tools used, such as Grafana, Coralogix, Snowflake, Jenkins, etc.Shadow calls and tickets with Senior Solutions Engineers.By Day *******:Understand the client's architecture and how to troubleshoot customer issues.Work on technical issues under the guidance of a Senior Solutions Engineer.Work in your designated SWARM pod to own and resolve customer incidents through their lifecycle.Understand internal escalation processes.Contribute as part of a global team ensuring 24-hour customer support.