Product Support Engineer

Job Title: Level 2 Support Engineer (SQL Specialist)

Job Description:

Summary:

As a Level 2 Production Support Engineer, you will be responsible for providing technical assistance and support to customers and internal teams. This role requires expertise in SQL queries, data manipulation, problem analysis, and clear communication skills. The ideal candidate will be a product expert who is detail-oriented and can effectively troubleshoot and resolve complex issues.

Responsibilities:

1. Technical Support:

- Respond to and resolve escalated technical issues related to SQL queries, data manipulation, and database performance.

- Provide guidance and assistance to Level 1 support engineers on SQL-related inquiries.

2. Problem Analysis:

- Analyze customer-reported issues to identify root causes and develop effective solutions.

- Conduct thorough investigations, including SQL query analysis and data validation, to diagnose complex problems.

3. Product Expertise:

- Develop a deep understanding of the product's functionality, architecture, and database schema.

- Serve as a subject matter expert on SQL-related features and capabilities.

4. SQL Queries and Data Manipulation:

- Write and optimize SQL queries to extract, manipulate, and analyze data from databases.

- Assist customers and internal teams with SQL query optimization and troubleshooting.

5. Clear Communication:

- Communicate technical information and resolutions clearly and effectively to customers and internal stakeholders.

- Document troubleshooting steps, resolutions, and best practices for future reference.

6. Collaboration:

- Collaborate with cross-functional teams, including product development, quality assurance, and customer success, to address customer issues and enhance product functionality.

7. Continuous Improvement:

- Identify opportunities for process improvement and automation to streamline support operations.

- Stay updated on SQL technologies and best practices to enhance skills and knowledge.

Qualifications:

- Bachelor's degree in Computer Science, Information Technology, or related field.

- Proven experience in a technical support role, with a focus on SQL-related issues.

- Strong proficiency in SQL queries, data manipulation, and database concepts.

- Excellent problem-solving and analytical skills, with the ability to troubleshoot complex issues.

- Clear and concise communication skills, both verbal and written.

- Detail-oriented approach to problem analysis and resolution.

- Ability to work independently and collaboratively in a fast-paced environment.

- Customer-focused mindset with a commitment to delivering high-quality support.

Preferred Skills:

- Experience with relational database management systems (e.g., SQL Server, Oracle, MySQL).

- Knowledge of data warehousing concepts and ETL processes.

- Familiarity with ticketing systems and support tools (e.g., JIRA, Zendesk).

- Certifications related to SQL and database technologies (e.g., Microsoft Certified: Azure SQL Database Administrator Associate, Oracle Certified Professional).