Cognite
Senior Technical Support Engineer (Tier 3 Support)
Cognite, Houston, Texas, United States, 77246
Senior Technical Support Engineer (Tier 3 Support)
Profile Insights Find out how your skills align with the job description. Job Details
Job Type Full-time Location Houston, TX We are seeking a highly skilled Senior Technical Support Engineer with a strong blend of software engineering and/or data engineering experience. In this role, you will be responsible for providing advanced troubleshooting and high-quality support to our key customers, ensuring their complex technical issues are resolved.Key Responsibilities:
Advanced Troubleshooting: Provide in-depth technical support for complex issues related to customer instances, with a focus on software and data systems.Primary Contact: Serve as the main point of contact for customers support tickets, working closely with them to ensure issues are resolved efficiently while maintaining a high level of customer satisfaction.Client Relationship Management: Build and maintain strong relationships with customers, gaining a deep understanding of their systems, workflows, and requirements to ensure seamless operations.Proactive Monitoring & Maintenance: Implement and manage monitoring solutions that detect potential issues early on and allow for quick response before they escalate.Follow-up & Prevention: Conduct regular follow-ups with customers to confirm issues are resolved, anticipate future challenges, and identify opportunities for improvement.Documentation & Knowledge Sharing: Create detailed documentation of solutions and develop knowledge base articles for the Cognite community hub to facilitate faster issue resolution for similar challenges in the future.Qualifications and Skills Required:
Minimum 5 years of technical support experience in the SaaS environment.Strong background in software engineering, data engineering, or a related technical field.Experience in Python and SQL.Experience in GraphQL, Grafana, and PowerBI is an added advantage.Proven experience in technical support roles, particularly in a tier 3 support capacity.Excellent troubleshooting skills and a deep understanding of data and software systems.Exceptional communication skills with a customer-centric focus.Ability to work in a fast-paced environment, maintaining strong relationships while addressing technical challenges.A Snapshot of Our Many Perks and Benefits as a Cogniter
401(k) with 4% employer matching.Health, Dental, Vision & Disability coverages with premiums fully covered for employees and all dependents.Unlimited PTO + flexibility to enjoy it.18 Company Holidays including the week between Christmas & New Years.Paid Parental Leave Program.Employee Stock Purchase Program (ESPP).Employee Referral Program.Company Paid Friday Lunch via DoorDash + Fully Stocked Fridges in the offices.Join a team of 70 different nationalities with Diversity, Equality, and Inclusion (DEI) in focus.A highly modern and fun working environment with a sublime culture across the organization.Opportunity to work with and learn from some of the best people on some of the most ambitious projects found anywhere, across industries.Paid mobile phone and WiFi.A pet lover? Get the chance to meet Spot!Why Choose Cognite?
Join us in making a real and lasting impact in one of the most exciting and fastest-growing new software companies in the world.We have repeatedly demonstrated that digital transformation, when anchored on strong DataOps, drives business value and sustainability for clients.Cognite Earns 2023 Microsoft Partner of the Year Award; Recognized as a Global Leader in Energy & Resources and Industrials & Manufacturing.Built In 2024 Best Places to Work in Austin, TX and Houston, TX.Apply Today!
If you're excited about the opportunity to work at Cognite and make a difference in the tech industry, we encourage you to apply today! We welcome candidates of all backgrounds and identities to join our team.We encourage you to follow us on Cognite LinkedIn; we post all our openings there.
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Profile Insights Find out how your skills align with the job description. Job Details
Job Type Full-time Location Houston, TX We are seeking a highly skilled Senior Technical Support Engineer with a strong blend of software engineering and/or data engineering experience. In this role, you will be responsible for providing advanced troubleshooting and high-quality support to our key customers, ensuring their complex technical issues are resolved.Key Responsibilities:
Advanced Troubleshooting: Provide in-depth technical support for complex issues related to customer instances, with a focus on software and data systems.Primary Contact: Serve as the main point of contact for customers support tickets, working closely with them to ensure issues are resolved efficiently while maintaining a high level of customer satisfaction.Client Relationship Management: Build and maintain strong relationships with customers, gaining a deep understanding of their systems, workflows, and requirements to ensure seamless operations.Proactive Monitoring & Maintenance: Implement and manage monitoring solutions that detect potential issues early on and allow for quick response before they escalate.Follow-up & Prevention: Conduct regular follow-ups with customers to confirm issues are resolved, anticipate future challenges, and identify opportunities for improvement.Documentation & Knowledge Sharing: Create detailed documentation of solutions and develop knowledge base articles for the Cognite community hub to facilitate faster issue resolution for similar challenges in the future.Qualifications and Skills Required:
Minimum 5 years of technical support experience in the SaaS environment.Strong background in software engineering, data engineering, or a related technical field.Experience in Python and SQL.Experience in GraphQL, Grafana, and PowerBI is an added advantage.Proven experience in technical support roles, particularly in a tier 3 support capacity.Excellent troubleshooting skills and a deep understanding of data and software systems.Exceptional communication skills with a customer-centric focus.Ability to work in a fast-paced environment, maintaining strong relationships while addressing technical challenges.A Snapshot of Our Many Perks and Benefits as a Cogniter
401(k) with 4% employer matching.Health, Dental, Vision & Disability coverages with premiums fully covered for employees and all dependents.Unlimited PTO + flexibility to enjoy it.18 Company Holidays including the week between Christmas & New Years.Paid Parental Leave Program.Employee Stock Purchase Program (ESPP).Employee Referral Program.Company Paid Friday Lunch via DoorDash + Fully Stocked Fridges in the offices.Join a team of 70 different nationalities with Diversity, Equality, and Inclusion (DEI) in focus.A highly modern and fun working environment with a sublime culture across the organization.Opportunity to work with and learn from some of the best people on some of the most ambitious projects found anywhere, across industries.Paid mobile phone and WiFi.A pet lover? Get the chance to meet Spot!Why Choose Cognite?
Join us in making a real and lasting impact in one of the most exciting and fastest-growing new software companies in the world.We have repeatedly demonstrated that digital transformation, when anchored on strong DataOps, drives business value and sustainability for clients.Cognite Earns 2023 Microsoft Partner of the Year Award; Recognized as a Global Leader in Energy & Resources and Industrials & Manufacturing.Built In 2024 Best Places to Work in Austin, TX and Houston, TX.Apply Today!
If you're excited about the opportunity to work at Cognite and make a difference in the tech industry, we encourage you to apply today! We welcome candidates of all backgrounds and identities to join our team.We encourage you to follow us on Cognite LinkedIn; we post all our openings there.
#J-18808-Ljbffr