Support Engineer at Actian Corporation (Austin, TX)

We are seeking a Support Engineer for our Austin, TX location. The Support Engineer role will provide prompt, courteous and in-depth front-end technical support to customers, including answering complex questions on function and product usage and recreating customer problems. Also responsible for mentoring and training less-experienced technical support personnel and taking customer problems to the point of identifying the problem or recommending a fix/solution.

KEY RESPONSIBILITIES:

• Provide global customer support via phone and email and though the customer support portal to our customers, developers and end users
• Uses Salesforce Service Cloud to maintain accurate customer case history for all issues that are recorded; documenting each in a complete and concise manner.
• Perform issue investigation of customer problems, answer customer questions, and offer solutions to problems.
• Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion.
• Develops in-depth skills with Actian products and related technologies in the product area to provide quality customer support.
• Uses standard communication methods, such as telephone, email and Service Cloud, to update customers on issues.
• Works effectively with Senior Support Engineers, Principal Support Engineers, or the Team Lead to expedite resolution of customer issues.
• Works to identify and document product defects and forwards them to engineering.
• Provides Knowledge Base documents and How-to documentation and monitors and posts to the Actian Communities.
• Demonstrates effective implementation of Actian's Core Competencies.

ESSENTIAL QUALIFICATIONS:

• Requires 3-5 years industry experience in supporting mission critical software components
• A college degree or relevant work-related experience is required
• Strong customer communication skills; reading and writing is required
• Strong customer service mindset, including attitude, ethics and approach
• Excellent analysis, debugging, persistence in problem solving and proven troubleshooting skills
• Knowledge of SQL, query-writing
• Knowledge of (but not limited to): Oracle, SQL Server, Sybase, IBM DB2, MySQL, Informix, Access, Excel, XML, JMS (message oriented middleware), ODBC, ASCII, JAVA, COM, C, Visual Source Safe, CVS, REST
• Knowledge of scripting languages, including Bash, Shell, JSP etc.
• Knowledge and use of data integration products (ETL), like Informatica, Boomi, Talend or Actian is a plus
• Linux installation and administration skills a plus
• Salesforce and Jira experience a plus
• Can quickly grasp and self-learn new technologies
• Ability to work with minimum supervision and under own initiative.
• Business travel of approximately 5 or less percent yearly is expected for this position

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