01Overview
Responsibilities
- Connects to client environments to diagnose and resolve complex customer questions or problems in the areas of system performance and stability, recovery, as well as product installation and system functionality.
- Communicates progress and resolution to the client and documents all work in a case record.
- Assists field technicians who are troubleshooting problems or repairing system-related issues.
- Conducts performance monitoring, utilizing database management tools to evaluate and resolve performance problems.
- Stays abreast of current technology in products, design changes, and new products offered.
- Documents problems and solutions as articles for our Knowledge Base and reviews and approves knowledge articles written by others.
- Reports defects and design issues to our development teams.
- Works on most complex database-related issues directly with client DBAs, development, and external consultants.
- Mentors and coaches junior team members.
- Performs root cause analysis of recurring issues.
- Acts as a single point of contact for client-specific escalations, providing necessary leadership in the absence of a manager.
- Performs proactive reviews of client environments to improve system reliability and prevent future support engagements.
- Assumes management-level responsibilities as needed, including but not limited to client escalations and meetings. Manages special projects as needed.
- Provides thought leadership in developing new ideas and processes to improve client satisfaction and outcomes across the client base.
Qualifications
Academic and Skilled Qualifications:
- Bachelor's Degree (In an IT-related field preferred)
- Certifications as needed for a specific technical role. (required)
- Microsoft SQL Server Certified (preferred)
Experience:
- 10+ years of relevant work experience
- Must be willing to work in any shift
- 2-3 years of the total experience should be at the Expert level / Tier 3 support (required)
- Advance .
