Data Platform Support Engineer- Remote Australia

Key Responsibilities:

• Provide customer support via phone and email to the Actian Cloud Data Platforms users.
• Use Salesforce Service Cloud Reporting Portal to manage support cases, perform issue investigation of customer problems, answer customer questions, offer solutions to problems, monitor and answer community forum questions.
• Respond to front line and escalated support calls of a complex nature and work independently toward resolution of customer problems.
• Install, configure, test, and troubleshoot software or applications that may be necessary to reproduce or analyze the customer’s environment or problems.
• Research and investigate product defects using traces, logs, and other software tools.
• Help to set-up problem recreation environments and standards to support the organization.
• Identify where problems occur within Actian products and recommend solution or area of defect to Software Engineers or management. 
• Work with Support Engineers, Senior Support Engineers, Principal Support Engineers, Team Leads and Software Engineers to expedite resolution of customer issues.
• Troubleshoot data integration projects from Customers and our internal departments (Sustaining Engineering, Pre-sales)
• Work with customers to verify fixes supplied have resolved their problems.
• Escalate customer issues to Software Engineering or support management as necessary.
• Provide 24X7 and Follow-the-Sun support.
• Provide Knowledge Documents and How-To Documents to support our technology.
• Contribute content for the Knowledge base, the community forums, and the video library
• Demonstrate effective implementation of Actian's Core Competencies.

Essential Qualifications:

• Strong proven troubleshooting and customer service skills with 3-5 years of technical support experience as a Support Engineer, supporting mission critical software.
• Strong customer communication skills; must be proficient in English (written and verbal) to be able to communicate comfortably with customers globally
• Strong customer service mindset, including attitude, ethics, and approach
• Excellent analytic, debugging and proven troubleshooting skills
• Can quickly grasp and self-learn new technologies
• Ability to work with minimum supervision and under own initiative – self-motivated
• Experience with Cloud platform technologies; AWS, Azure or Google ecosystems
• Knowledge of Data Discovery and Data Catalog tools such as Zeenea, Collibra, Alation or others and understanding of Data Governance
• Knowledge of Data Observability and Data Quality tools (e.g., Monte Carlo, Databand, Bigeye)
• Database Administration: experience and administration skills with the following database types:
• Relational technologies such as: Ingres, Vector, Oracle, DB2, MS SQL, PostgreSQL
• Analytics technologies such as: Snowflake, Teradata, Vertica, Neteeza
• Operating Systems Management experience on the following primary operating Systems; MS Windows and Linux. 
• Programming Language experience and the ability to write code for small test cases, for REST and GraphQL APIs
• Experience troubleshooting connectivity issues using a variety of technologies, i.e. ODBC, JDBC, Spark, JSON, etc.
• Experience in BI/ETL technologies; Tableau, PowerBI, Looker, Qlik, etc.
• Understanding of Data Governance fundamentals and concepts
• Understanding of Data Warehousing fundamentals and concepts
• Experience with Salesforce and Jira a plus