About Us:

Role and Responsibilities:

In the position, you will provide top quality technical support assistance, resulting in high customer satisfaction for our Fortune 500 client list. Resolve customer technical issues through research, reproduction, and troubleshooting, whether it’s going through the logs, searching the Internet (or our code) to identify the root cause of the issue, or collaborating with the Engineering teams to come up with a solution for our customers. Influence our roadmap by sharing product and service related enhancement requests back to Engineering and Product Management as a voice of the customer.
Identify and promote opportunities to reduce the amount of direct support required through product improvements, training, online support, and self-service. Research and develop solutions for customer support cases using extensive product knowledge and troubleshooting techniques. Share and develop best practices with team members to enhance the quality and efficiency of
customer support and contribute to the knowledge base skills. Learn and keep up-to-date on the latest product functionality, dependencies, underlying architecture, and their operational impact.
Contribute to our ever growing Knowledge Base articles. Participate in the on-call rotation, triaging issues and escalating as needed. Partner with Customer Success to ensure a seamless and
delightful customer experience

REQUIREMENTS:

• Master's degree or foreign equivalent in Computer Science, Computer Engineering, Information
  Systems or a related field of study plus two years of experience in the Technical Industry which
  includes experience in SaaS and on-prem environments including supporting enterprise-focused
  business critical applications, with a focus on data management, analytics, and big data platforms
  and technologies.

TO APPLY:

Please Reference Job Number #928982E when sending resumes.

Please mail resumes to: ATTN: HR 
Okera, Inc., 600 California Street, 15 th Floor, San Francisco, CA 94108.