Key Responsibilities:
- Take end-to-end ownership of customer cases, including initial troubleshooting, root cause identification, escalation management, and resolution.
- Provide troubleshooting support to customers and partners via multiple channels (web, email, phone, virtual meetings).
- Collaborate with customers and internal stakeholders to ensure timely incident resolution.
- Develop, test, and document workarounds for reported product issues.
- Communicate with engineering teams to report and investigate customer issues.
- Contribute solutions and documentation to the knowledge base.
- Collaborate with team members on technical and non-technical projects.
- Provide guidance and training to junior team members as needed.
- Work during fixed evening/night IST hours (5 PM to 2 AM shift) and occasionally in 24x7 support rotation.
Skills We're Looking For:
- 8+ years of experience in database administration, enterprise support, or application development.
- Strong working knowledge of databases such as Oracle, SQL Server, MySQL, Postgres; replication knowledge is a plus.
- Advanced database expertise including security, performance tuning, backup & recovery, and query optimization.
- Advanced networking knowledge including latency issues and connection troubleshooting.
- Strong Unix/Linux OS experience.
- Solid understanding of data warehousing fundamentals and concepts.
- Excellent analytical, problem-solving, interpersonal, and communication skills.
- Proactive, independent, self-motivated, and quick learner.
- Positive attitude and ability to anticipate and prevent potential customer issues.
