Technical Support Engineer I

3 days ago

Chapel Hill, United States CData Software Full time

In the age of digital transformation, data has become increasingly vital to core business operations. But with so many cloud applications and platforms available today, data has become more decentralized than ever.

CData is the real-time data connectivity company. Our easy-to-use integration products allow users to work with their data where, when, and how they need it. With a robust library of real-time data connectors, users can access data from hundreds of applications, tools, and systems - on-premises or in the cloud.

CData is a global company, headquartered in Chapel Hill, NC with about 400 team members worldwide. More than 10,000 organizations rely on CData technologies to overcome data fragmentation challenges and unlock value from diverse, dispersed data assets.

Technical Support Engineer I

As a member of our technical support engineering team, you'll solve technical issues for both our current and potential customers. This position requires exceptional technical problem-solving skills as you will be tackling new and unique challenges every day with no set script to resolve an issue, considering that CData has over 250 different products across 12 editions. The ability to research both alone and in a team to reproduce and debug customer issues is essential.

In this role, you'll gain valuable experience working with leading industry technologies (MongoDB, QuickBooks, Salesforce, etc.) working with a wide variety of customers to take on increasingly technical cases with time, starting with beginner to intermediate and upward as experience grows.

The role grows in a dynamic fashion, letting new members find their specialties and then fill the role best suited for their specific aptitudes. You will also get a first-hand view of practical applications of popular data solutions and technologies and gain valuable real-life experience through those.

You will work closely with the rest of the Technical Support team, Engineering, Pre-Sales, and Product Management teams to ensure that CData is delivering overall superior service, products, and support to our customers.

Location(s): North Carolina Research Triangle or East Coast (preferred)

Key Duties & Responsibilities:

Responsibilities include but are not limited to:

  • Provide technical support engineering across all product lines via email, chat and phone.
  • Setup test environments (including Windows, Linux, and Mac) and tools to match customer use cases to help troubleshoot issues.
  • Escalate ongoing support issues to higher management in the Technical Support Department.
  • Report issues in our ticketing reporting system, test fixes, and update customers accordingly.
  • Provide well-written, thorough responses to customers, adapting your language to their technical level.
  • Troubleshoot data integration issues for our 250+ drivers.
  • You will help create and add to knowledge base articles, troubleshooting guides, FAQ's, and other support collateral.
Qualifications:
  • Bachelor's degree in Computer Science, Computer Technology, or in a STEM field from accredited university or equivalent professional technical experience
  • Ability to read and write code to solve basic problems in a least 1 coding language (preferably Java or C#)
  • Ability to work independently and collaboratively with other team members
  • Ability to communicate solutions and ideas effectively to users of varying technical levels
Travel Required: None required

Benefits
  • 11 Paid Holidays
  • 20 Days of PTO
  • Employer-paid Medical, Dental, and Vision plans (100% for employee, 50% for dependents)
  • HSA with Company Contribution
  • Employee Assistance Program
  • 401k with 6% Immediately Vested Company Match
  • Professional development opportunities


CData is not currently registered as an employer in the following states, and therefore, applicants from these states will not be considered: Alaska, Arkansas, California, Colorado, Connecticut, Delaware, Hawaii, Idaho, Kansas, Kentucky, Louisiana, Maine, Maryland, Michigan, Mississippi, North Dakota, Nebraska, New Mexico, Nevada, Oklahoma, Oregon, Rhode Island, Vermont, West Virginia, and Wyoming.

CData Software is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

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