Cloud Data Platform Technical Support Specialist

1 week ago

Perth, Western Australia beBeeData Full time $90,000 - $121,000
Job Overview\Entities include providing top-tier customer support via phone and email for users of cloud data platforms. This entails utilizing Salesforce Service Cloud Reporting Portal to manage support cases, investigate customer issues, answer questions, offer solutions, and monitor community forum questions.

Key Responsibilities:

  • Install, configure, test, and troubleshoot software or applications necessary to reproduce or analyze customer environments or problems.
  • Research and investigate product defects using traces, logs, and software tools.
  • Assist in setting up problem recreation environments and standards to support the organization.
  • Identify problem areas within products and recommend solutions or defect areas to engineers or management.
  • Collaborate with Support Engineers, Senior Support Engineers, Principal Support Engineers, Team Leads, and Software Engineers to expedite customer issue resolution.
  • Troubleshoot data integration projects from customers and internal departments.
  • 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.
  • Contribute content to the knowledge base, community forums, and video library.
  • Demonstrate effective implementation of core competencies.

Essential Qualifications:

  • Strong troubleshooting and customer service skills with 3-5 years of technical support experience as a Support Engineer, supporting mission-critical software.
  • Excellent customer communication skills, proficient in English (written and verbal) to communicate comfortably with global customers.
  • Strong customer service mindset, including attitude, ethics, and approach.
  • Excellent analytic, debugging, and troubleshooting skills.
  • Ability to quickly grasp and self-learn new technologies.
  • Experience working 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 relational technologies (Ingres, Vector, Oracle, DB2, MS SQL, PostgreSQL), analytics technologies (Snowflake, Teradata, Vertica, Neteeza), and operating systems management experience on MS Windows and Linux.
  • Programming Language experience and ability to write code for small test cases, REST, and GraphQL APIs.
  • Experience troubleshooting connectivity issues using various technologies (ODBC, JDBC, Spark, JSON, etc.).
  • Understanding of data governance fundamentals and concepts.
  • Understanding of data warehousing fundamentals and concepts.
  • Experience with Salesforce and Jira is a plus.

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