Ocient
Enterprise • SaaS • Telecommunications
Ocient is a company that specializes in hyperscale data warehouse solutions. Their technology is designed to deliver real-time analytics and manage complex data sets efficiently. Ocient provides tailored solutions that can be deployed either in the cloud or on-premises, leveraging industry-standard hardware. They focus on offering high performance, energy-efficient solutions that are cost-effective and optimized for various industries such as AdTech, Telecom, Government, Financial Services, Operational IT, and Geospatial sectors. With a strong emphasis on security and compliance, their platform supports SQL workloads, data pipelines, and machine learning capabilities. Founded in 2016, Ocient strives to tackle large-scale data analytics challenges by providing end-to-end solutions and expert management services.
Senior Customer Support Specialist – Customer Operations
November 21
Ocient
Enterprise • SaaS • Telecommunications
Ocient is a company that specializes in hyperscale data warehouse solutions. Their technology is designed to deliver real-time analytics and manage complex data sets efficiently. Ocient provides tailored solutions that can be deployed either in the cloud or on-premises, leveraging industry-standard hardware. They focus on offering high performance, energy-efficient solutions that are cost-effective and optimized for various industries such as AdTech, Telecom, Government, Financial Services, Operational IT, and Geospatial sectors. With a strong emphasis on security and compliance, their platform supports SQL workloads, data pipelines, and machine learning capabilities. Founded in 2016, Ocient strives to tackle large-scale data analytics challenges by providing end-to-end solutions and expert management services.
📋 Description
• Lead the improvement of customer support-related processes, procedures, and policies • Support Ocient managed customer solutions in a Linux/Unix Environment. • Assist in the administration and monitoring of Ocient Managed Database Solutions. • Contribute to a customer-facing knowledge base • Create and maintain documentation for all major installations and implementations • SQL/Query Performance Troubleshooting and Tuning • Leverage strong technical skills and equally strong customer service skills to assist customers through diagnosis and resolution of complex problems in a distributed system environment • Respond to customer questions regarding technical solutions through phone calls, help tickets, and email • On-call support rotations • Effectively manage multiple issues while providing timely responses and meeting Service Level objectives • Access data center (remotely) in diagnosing customer issues • Assist in the onboarding, training, installation, and buildout of customer deployments • Provide product feedback to the engineering team for continuous improvement of the product • Work directly with customers and represent Ocient with a positive attitude • Technical Account Management - Represent key customers' issues, needs, and business goals. • Develop a strong understanding of the Ocient product • Provide detailed Root Cause Analysis and Corrective Action Plans • Issue reproductions, fix, and workaround validation • Aid in customer and internal support process and tooling evolution • Create tools to be used by support professionals and customers in day-to-day activity. • Communicate quality & product trends to internal organizations
🎯 Requirements
• BS or MS in computer science, computer engineering, or related technical field • 5+ years of experience in customer support or a similar role • 5+ years of experience supporting database solutions • SQL, Database Administration and Kernel knowledge in a Linux/Unix Environment. • Strong understanding of system administration and support of operations • Experience with query analyzers and query tuning / slow query optimization against large data sets. • Advanced troubleshooting, log analysis • Network troubleshooting • Python • Experience setting up infrastructure in a data center, including network configuration and monitoring • Strong customer-facing skills • Technical writing • Strong verbal communication • Ability to communicate and build relationships with customers, teammates, and with other team members.
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