about 3 hours ago
Responsibilities
- Support and guide strategic customers in resolving technical issues.
- Collaborate with customers to identify and solve problems raised to the Technical Support team.
- Conduct diligent research and troubleshooting to resolve technical issues.
- Create standard methodologies for technical troubleshooting and contribute to the self-serve support portal.
- Review and test new features, creating knowledge base articles and FAQs.
- Proactively identify improvements to business processes and policies.
- Act as an advocate for customers' needs and gather feedback for product improvement.
- Serve as a technical subject-matter-expert for assigned customers.
- Coach and mentor junior engineers on new product areas.
Requirements
- 5+ years of relevant experience with 3+ years of search expertise (e.g., Elasticsearch, Lucene, Solr).
- 5+ years of experience administering RDBMSs such as Oracle, Postgres, or MySQL; MongoDB experience preferred.
- Experience with database performance tuning and benchmarking.
- Strong diagnostic and troubleshooting skills in production environments.
- Solid fundamentals in Linux, Networking, and Diagnostics.
- Experience with scalable and highly available distributed systems.
- Excellent written and verbal communication skills in English.
- Patience, empathy, and a genuine desire to help people.
- Ability to think on your feet and solve problems in real-time.
- A B.Tech / B.S. or equivalent work experience.
Benefits
- Flexible paid time off.
- 20 weeks fully-paid gender-neutral parental leave.
- Fertility and adoption assistance.
- Registered Retirement Savings Plan (RRSP) with employer match.
- Mental health counseling.
- Backup child and elder care.
- Health, dental, and vision benefits offerings.