Job Description

Responsibilities

• Function as a primary contact to review, investigate, and promptly fulfill Customer requests and resolve incidents in adherence to team standards, thereby ensuring we meet and exceed customer satisfaction. Provide support for the Oracle, Microsoft SQL Server and Aurora (MySQL/PostgreSQL) production and non-production databases.

• Document and maintain technical articles, including troubleshooting guides, knowledge base articles, and runbooks, in order to meet objectives for customer request fulfillment and issue resolution. 

• Develop and maintain in-depth knowledge of our database, platform and applications  through company-sponsored training and experience 

• Job activities include setup (provisioning), configuration, monitoring and production support of platform and database environments on EC2 and RDS/Aurora platforms.

• Collaborate with the development and support teams, develop and foster strong relationships with customers and stakeholders, and act as a trusted advisor and technical point of contact.

• Strong eye for product and process improvements, collaborating with other departments within the company, following the escalation path if needed.

• Contribute to an environment that encourages information sharing, team-based mindset, cross-training, and an absolute focus on doing what is best for the customer.

Required skills and experience:

• Bachelor’s Degree in Computer Science (or a related STEM field), or related experience

• 3+ years of experience working with and troubleshooting Oracle, MySQL, MSSQL or other database technologies. Experience with AWS RDS/Aurora PostgreSQL is a plus

• Working knowledge of one or more database high availability technologies and  database data replication tools is an advantage

• Unix/Linux general administration skills and/or python/powershell scripting is a distinct advantage

• Experience in working with AWS services, such as EC2, S3, RDS, and (Kubernetes) ECS/EKS, to deploy and manage Java applications in a cloud environment is a plus.

• Experience solving issues with software code and reporting progress; preference for experience with a commercial customer incident tracking tool or CRM like Salesforce

• Experience using a software defect tracking system such as JIRA preferred

• Skills to read and interpret application server log files. 

• 3+ years’ experience working directly with customers or key internal partners; preference for support for a B2B software company

• Outstanding analytical and troubleshooting skills; with great attention to detail, ability to think critically and display an aptitude for problem-solving

• We provide 24x7 support and the job may require working shifts outside of normal business hours and weekend shifts 

• Read, write, and speak fluent English. Score bonus points if you have skills in another language such as French or Spanish.

Personal Qualities and Soft skills

• You enjoy teaching and being a mentor to others

• Good communication and presentation skills with an ability to explain complex technical concepts to a varied audience

• Display a strong work ethic and do whatever it takes to get the job done

• A highly positive can-do attitude, thrives in a team-oriented environment, values diversity, and actively contributes to team goals 

• Demonstrates strong follow-through and consistently keep commitments to customers and employees

• Self motivated, and ability to manage multiple tasks with different deadlines.

Benefits

• Competitive market Salary

• Bonus

• Company pension contributions

• Fully funded medical insurance for you and your family

• Annual Wellness Reimbursement

• 26 annual leave days

• 16 weeks paid maternity and paternity leave

• 3 paid days volunteering in the community