Technical Support Engineer II

CData’s ODBC/JDBC/ADO.NET drivers are used in enterprise data applications for Data Integration, Master Data Management (MDM), Low-Code Development, Business Intelligence, and Artificial Intelligence. With 250+ drivers and connector for Databases, file system, and SAAS application APIs.

We are seeking an experienced Technical Support Engineer II engineer to help assist with technical issues through email, chat support, and on the phone. This position requires exceptional problem-solving skills as you will be tackling new and unique challenges every day with no set script to resolve an issue. The ability to research both alone and in a team to reproduce and debug customer issues is essential. As being the first point of contact of the company, applicants should have excellent communication skills as well as being able to quickly learn new topics. Programming knowledge is required as well as a bachelor's degree in a STEM field (Computer Science, Engineering, etc.). 

 Key Responsibilities: 

 Responsibilities include but are not limited to: 

•  Diagnose and troubleshoot technical issues, including account setup and network configuration. 
• Ask customers targeted questions to quickly understand the root of the problem. 
• Track computer system issues through to resolution, within agreed time limits. 
• Talk clients through a series of actions, either via phone, email, or chat, until they have solved a technical issue. 
• Escalate ongoing support issues to higher management in the Technical Support or Engineering Department. 
• Refer to internal or external resources to provide accurate tech solutions. 
• Ensure all issues are properly logged. 
• Prioritize and manage several open issues at one time. 
• Prepare accurate and timely reports. 
• Document technical knowledge in the form of notes and manuals. 
• Perform basic code analysis or setup debug projects to troubleshoot low-level coding issues 
• To understand customer requirements and design a mapping flow accordingly. 

 Qualifications/Requirements:  

•  Excellent communication skills (both verbal and written). 
• Exceptional problem-solving skills. 
• Ability to read and write code to solve basic problems in at least 1 language. 
• Ability to work independently and in a team. 
• Experience with C# or Java or Python preferred but any other previous programming experience is a plus. 
• A good understanding of relational databases.  
• Strong Knowledge of SQL concepts such as JOIN, aggregation, etc. 
• Having experience in any Linux environment, Cloud infrastructure, DevOps is a plus.  
• Have 2 to 3 years of experience in a client-facing (Technical) role.  
• Knowledge about data models and querying.  
• Able to prioritize projects/tasks based on the SLAs and Client Requirements.  
• Solid understanding of APIs.