Technical Support Engineer

We are looking for a Technical Support Engineer that will engage directly with end-users and resellers, handling the most technical advanced cases. You'll use big data to help troubleshoot platform, API/integration issues, and hardware. RESPONSIBILITIES

• Analyze data from internal databases via pre-written SQL scripts to assist with troubleshooting
• Verify complex technical support issues and deliver technical solutions
• Troubleshoot API
• Leverage data warehousing and visualization tools to identify technical issues and trends over large sets of data
• Troubleshoot customer-reported device issues and determine root cause (databases, hardware, software)
• Communicate complex technical matters to non-technological and technological stakeholders
• Document products defects and enhancement requests in both CRM and engineering project management tool
• Project management that involves a cross-functional partnership
• Communicate directly with end-users to keep them apprised of every step in the technical support lifecycle
• Make tool improvements for the team

• 3 years of experience in an Engineer role
• Experience with Big Data and warehousing tools (Tableau, Amazon RedShift, or Snowflake)
• Experience with API
• Knowledge of scripting language as SQL or PERL Shell
• Agile methodologies
• Excellent troubleshooting skills
• Strong commitment to customer service
• Bachelor's degree in computer science
• Fluent English