Job Summary

The Technical Support Engineer (TSE) acts as a SME for a book of enterprise

accounts. The TSE is responsible for answering all technical questions within both standard

and custom deployment environments and assisting with supported LTS upgrades. The TSE is

also responsible for peer training and development, personal continued education, and

contributing to our reference documentation. They will coordinate closely with Support

leadership, Engineering, Product and Accounts teams to ensure our customers receive a value

driven enterprise experience.

A TSE is able to work independently, with minimal guidance, and demonstrates an expert

degree of proficiency in both SEP and Galaxy.

Responsibilities

â Technical Support:

â Provide support for standard and custom deployments

â Answer break/fix and non-break/fix technical questions through SFDC ticketing

system

â Efficiently reproduce reported issues by leveraging tools (minikube, minitrino,

docker-compose, etc.), identify root causes, and provide solutions





â Open SEP and Galaxy bug reports in Jira and feature requests in Aha

â LTS Upgrades:

â Provide upgrade support upon customer request

â Customer must be on a supported LTS version at the time of request

â TSE must communicate unsupported LTS requests to the Account team

as these require PS services

â Monthly Technical check-ins

â Conduct regularly scheduled technical check-ins with each BU

â Discuss open support tickets, provide updates on product bugs and

provide best practice recommendations based on your observations and

ticket trends

â Responsible for ensuring customer environments are on supported LTS

versions

â Knowledge Sharing/Technical Enablement: Knowledge exchange and continued

technical enablement are crucial for the development of our team and the customer

experience. It's essential that we keep our product expertise and documentation

current and that all team members have access to information.

â Contribute to our

📌 Technical Support Engineer (Sahibzada Ajit Singh Nagar)
🏢 DataCouch
📍 Sahibzada Ajit Singh Nagar