Product Support Engineer

Job Description:

This role is looking for a passionate and talented person to help our Product Support team provide exceptional customer support for the Company Database DevOps, automation, and monitoring tools. The Product Support Engineer will need to thrive on solving customer problems every day, always aiming to deliver them a great customer experience.

This role will partner with our customers via omnichannel customer engagement tools to help find solutions to their technical challenges. At the same time, the Team Lead will champion our products and provide our internal product development teams with valuable customer feedback.

Qualifications/Experience:

• Successful track record working in a technical environment and a knack for understanding tricky technical concepts. Passion for delivering the highest quality customer service
• Self-motivated team player who relishes every opportunity to problem-solve and troubleshoot
• Basic understanding of networking concepts and troubleshooting practices
• Solid understanding of how to troubleshoot issues in a Windows environment
• Good understanding of Windows permissions and concepts
• Some past experience working in a Support Team or Service Desk environment
• Passion for technology

Preferred Qualifications:

• Previous experience in a customer service role
• Experience setting up and maintaining Windows Server and/or clusters
• Knowledge of installing and maintaining web servers (IIS, Apache)
• SQL Server administration experience (backing up or restoring databases)
• Scripting or basic programming knowledge
• An understanding of installing and maintaining SQL Source Control systems (Subversion, Azure DevOps, Git), and setting up and maintaining Virtual Machines in the Public and/or Private Cloud (Microsoft Azure, AWS, VMware)
• Experience in managing Azure SQL Managed Instances and/or AWS RDS
• Basic Linux command line experience