Job Title Senior Customer Support Specialist Location Remote India Based Only Hiring Manager Senior Customer Operations Manager Estimated salary range 2 800 000 INR to 3 800 000 INR The salary offered for this position will be based on a candidate s experience and skill demonstrated during interviews and other evaluations About Ocient Ocient is a hyperscale data solutions company headquartered in Chicago IL enabling organizations to analyze trillions to quadrillions of data records in seconds Over the past five years Ocient has built a SQL compliant data warehouse for Petabyte and beyond datasets that is 10x to 50x times faster than competitive OLAP databases Position Overview We are looking for someone excited to take ownership of customer support-related processes procedures and policies You will play an important role as a technical liaison between Engineering and our customers The ideal candidate for this role will be enthusiastic about asking questions sharing knowledge and working with others to achieve our clients goals Responsibilities 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 As sist 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 Qualifications 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 Solid customer-facing skills Technical writing Strong verbal communication Ability to communicate and build relationships with customers teammates and with other team members Ideal Experience Experience in large-scale distributed systems Understanding of installing and configuring databases JDBC ODBC drivers and database monitoring solutions Experience with stream-processing software e g Kafka AWS GCP Experience We are not open to using an agency or staffing company at this time We do not accept unsolicited agency or staffing resumes and we are not responsible for any fees related to unsolicited resumes Ocient provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws All official Ocient job postings and recruiting communications will come directly from our team via our Careers page LinkedIn or from an ocient com email address If you receive communication about a role from any other source please treat it with caution and direct questions to recruiting ocient com

📌 Senior Customer Support Specialist (India)
🏢 Ocient
📍 India