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Support Engineer

4 months ago

Redmond, United States TALENT Software Services Full time

Are you an experienced Support Engineer - CosmosDB with a desire to excel? If so, then Talent Software Services may have the job for you Our client is seeking an experienced Support Engineer - CosmosDB to work in Redmond, WA.


Primary Responsibilities/Accountabilities:

  • Response and Resolution
  • Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue.
  • Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
  • Resolves customer issues through problem solving, collaboration, and research.
  • May take escalated issues as needed.
  • Documents technical work and research.
  • Performs in-depth product troubleshooting and remediation when needed.
  • Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
  • Readiness
  • Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks).
  • Develops readiness content.
  • Mentors new Technical Support Engineers.
  • Develops intermediate level competence on support topics.
  • Product/Process Improvement
  • Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers.
  • Provides feedback to the product group for product improvement.
  • Identifies potential defects and escalates to more senior engineers to resolve.
  • Applies broad knowledge of automated tools being used across other technologies and products.
  • Provides feedback for tool improvement.
  • Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
  • Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions.
  • Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
  • The main function of a Support Engineer is to provide technical assistance to computer system users.
  • A typical Support Engineer is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.
  • Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower complexity
  • May install software or perform hardware testing remotely
  • Enter commands and observe system functioning to verify correct operations and detect errors
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support


Qualifications:

  • 5+ years of technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ year(s) technical support, technical consulting experience, or information technology experience.


Preferred:

  • Experience with Microsoft Azure Data Platform with a focus on Azure Cosmos DB
  • Experience with any NoSQL database systems like Mongo, Cassandra or others
  • Experience in any RDBMS or an understanding of general RDBMS concepts
  • Coding experience with C#, C++, Java, JavaScript, python