Tech Support Engineer- DB2

at Edulastic

DP
Posted by Mantosh Pannigrahi
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Remote, Bengaluru (Bangalore)
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4 - 8 yrs
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₹8L - ₹15L / yr
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Full time
Skills
IBM DB2
IBM DB2 DBA
DB2
Technical support
SQL
SQL server
JIRA
Agile/Scrum

About the Role

Key responsibilities:

  • Working with stakeholders, including Customer Support team, Customer Success team and senior executive management to address customer/product issues effectively.
  • Working cross-functionally with Support, QA, Engineering and PM teams to ensure timely responses and resolutions for customer/product issues.
  • Updating tickets in a timely manner.
  • Providing regular reports to the management on product performance and customer issues.
  • Managing prioritization and trade-offs between customer experience, business impact and product performance.
  • Working with the PM team during the sprint releases to help enhance the product with long-term solutions for customer/product issues.

Key requirements:

  • Experience of 3 to 8 years in customer service roles in a product company.
  • A degree in Computer Science, Engineering or a related field.
  • Prior experience in L2/L3 support in a SaaS company would be ideal.
  • Experience in triaging and analyzing issues, especially with logs analysis.
  • Proficient in SQL queries to derive insights for root cause analysis.
  • Advanced MS Excel skills for presenting findings to the management.
  • Excellent communication and teamwork skills.
  • Ability: strong problem solving and prioritization skills.
  • Willingness to work in evening/night shift (1700 to 0200 Hrs IST) to support stakeholders in the US.

About Edulastic

Learn More Teacher Premium SparkMath Try Teacher Premium or SparkMath free Access more features, reports and content for 2 weeks Put every student on the path to success Identify gaps, help students learn and measure growth all in one easy system. In the classroom and at home. See how it works Request a demo Select … HomeRead More »
Founded
2011
Type
Product
Size
100-500 employees
Stage
Profitable
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