Datavail helps customers manage their data and maximize IT efficiency through application of our deep expertise in databases, analytics, and applications. We are North America’s largest data integration and database administration company with more than 900 employees on payroll and core operations in four countries. Founded in 2007, Datavail is based in Broomfield, Colorado and supports mid-market and enterprise clients headquartered in North America. For more information, visit www.datavail.com.

Position: Technical Support Engineer

Qualifications: BE / BTech / ME / MTech / MCA

Experience: 5 – 8 yrs. 

Location: Mumbai

Responsibilities:

• Respond to customer through phone/ email inquiries w.r.t products and perform required technical troubleshooting steps based on customer issue within the scope of support.
• Work on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills.
• Identify and reproduce customer technical problems in a test/lab environment.
• Record, track, and document the problem-solving process all the way through to the final resolution.
• Work with ticketing tools and SLA governed environment. - Ensure all issues are properly logged.
• Spend approximately 70% of time troubleshooting customer issues. In addition, handle other duties that commensurate with your role and the company needs.
• Manage customer expectation and ensure customer is receiving the highest quality service.
• Contribute to the knowledge base by creating FAQ and KB articles.
• Monitor and verify production environment to ensure efficient operations (e.g., web server processing queues, portal is up and running). 
• Manage Production alerts and take necessary action as per the playbook and SOP.
• Manage Production readiness (e.g., Production deployment readiness checklist).
• Appy and manage fixes to the Product environment, including installing and upgrading software.
• Use logical reasoning to analyze a situation and make use of available debug utilities.
• Work with all internal groups, including support, engineering, product Owner and Management.
• Identify potential product/process weakness, research potential fixes with relevant internal teams and management.
• KRAs include:
• Active Backlog
• Aged Backlog
• Time to Resolve and Time to Close
• Escalation %
• KB Contribution

Skills and Experience:

• Minimum of 4 - 6 years of experience in Technical Product Support. 
• Basic RDBMS installation and configuration knowledge (e.g., SQL Server, Oracle, Postgres).
• Excellent troubleshooting and problem-solving skills with a strong analytical/QA mindset.
• Proven customer support experience or experience as a client service representative.
• Excellent communications skills.
• Ability to listen and active problem-solving skills.
• Good interpersonal skills.
• Ability to handle pressure.
• Ability to multi-task, prioritize, and manage time effectively.

Good to have:
• 2 years of SQL Server or related database administration experience.
• Experience working with Continuous Integration (CI), Continuous Delivery (CD) tools such as Azure DevOps.
• Experience with setting up Infrastructure, Monitoring, Maintenance and Scale up Webserver on AWS.
• Experience with Provisioning of Servers, Storage, Load Balancers, OS hardening on AWS cloud and on virtual Server using Hyper-V.
• Writing scripts / use tools to automate the deployments and infrastructure performance monitoring.
• AWS Solution architect/ Sysops Certification 
• 1- 2 years of Development experience in any technology (C#, Java, Python)
• Knowledge on ITIL framework or Agile Methodologies, certification would be an added advantage.