Data Platform Support Specialist

2 days ago

Sydney, New South Wales, Australia beBeeDataPlatform Full time $80,999 - $154,999
Job Title: Data Platform Support Specialist

We are seeking a skilled Data Platform Support Specialist to provide high-quality technical support and guidance to our customers.

  • About the Role:
  • Provide timely and effective technical support via phone, email, and other channels to resolve customer issues and improve their experience with our data platforms.
  • Use Salesforce Service Cloud Reporting Portal to manage support cases, perform issue investigation, and collaborate with internal teams to deliver solutions.
  • Respond to complex support calls and work independently to resolve customer problems, ensuring prompt and satisfactory resolutions.
  • Install, configure, test, and troubleshoot software applications to reproduce or analyze customer environments or problems.
  • Research and investigate product defects using traces, logs, and other software tools, collaborating with Software Engineers and management to recommend solutions or defect areas.
  • Set up problem recreation environments and standards to support the organization's needs.
  • Troubleshoot data integration projects from Customers and internal departments, working closely with stakeholders to expedite resolution of customer issues.
  • Verify fixes supplied have resolved customer problems, escalating issues to Software Engineering or support management as necessary.
  • Provide 24/7 follow-the-sun support, ensuring seamless coverage across different regions and time zones.
  • Create and maintain Knowledge Documents and How-To Guides to support our technology, contributing valuable content to the Knowledge base, community forums, and video library.
  • Demonstrate effective implementation of Actian's Core Competencies, driving excellence in our services and support.

Skill Requirements:

  • Proven experience in providing technical support and guidance to customers.
  • Familiarity with Salesforce Service Cloud Reporting Portal and other CRM tools.
  • Strong analytical skills, with ability to research and investigate product defects.
  • Excellent communication and interpersonal skills, with ability to work effectively with internal teams and external customers.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple support requests simultaneously.
  • Experience with data integration projects and troubleshooting techniques.
  • Knowledge of software development methodologies and agile principles.

Benefits:

  • Ongoing training and professional development opportunities.
  • A collaborative and dynamic work environment, with regular feedback and coaching.
  • The chance to work with cutting-edge technologies and contribute to innovative solutions.
  • A competitive compensation package and benefits program.

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