Job Description
You will work as a part of the support organization, supporting recent and existing customers of MetricStream. You will work closely with the rest of the support team / collaborate with cross functional teams to analyze and provide solutions to customer issues relating to MetricStream’s products.
Key Responsibilities
Develop a strong and quick understanding of the MetricStream Platform, its applications, and customer-specific implementations
Manage and resolve customer-raised JIRA tickets by providing timely clarifications, data fixes, and code fixes as required
Gather detailed information from customers through support tickets or direct connect calls, and deliver accurate resolutions to their queries and issues
Collaborate effectively with cross-functional teams — including R&D;, Professional Services, and Cloud Operations — to ensure timely and quality delivery of fixes and resolutions
Support/Provide guidance to junior members in resolving tickets
Perform code reviews
Proactively and consistently communicate ticket progress and resolution updates to customers
Perform thorough unit testing of patches prior to delivery
Prepare and deploy patches to customers as needed
Skills and Experience
3–6 years of hands-on experience in software application technical support
Strong expertise in SQL and PL/SQL, including writing complex queries for reporting and developing/debugging PL/SQL code units
Proficient in web development technologies including HTML and JavaScript
Working knowledge of Java and web server technologies is a plus
Ability to analyze and fine-tune application performance to ensure optimal efficiency and responsiveness is highly desirable.
Demonstrates strong ability to identify stable, reliable technical solutions that resolve issues effectively without introducing new problems or risks.
Hands-on experience with tools such as Oracle SQL Developer
Ability to manage multiple tasks simultaneously in a fast-paced, team-oriented environment
Quick le