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Enterprise Tech Support, Sr. Analyst

Enterprise Tech Support, Sr. Analyst

Job ID 
2018-2729
Location 
US-CA-Aliso Viejo
Category 
Product Services
Position Type 
Regular Full-Time

More information about this job

Overview

We are uniquely positioned to address today’s most pressing business and IT challenges with holistic, connected software offerings.

We are looking for technically minded individuals with strong troubleshooting skills to be part of our dynamic technical support team with Relational Database experience. Not only will you will be able to help our customers resolve technically complex issues but you will also be working closely with the Engineering, Sales Engineering and other cross functional teams to provide feedback for improving the product quality and reliability of our products. You will also be involved in identifying opportunities for process and procedure enhancements to drive efficiency and customer service satisfaction levels. The ideal candidate is one who enjoys being on cutting edge of all latest technologies. This position is very challenging with great room for growth!

 

 

As an Enterprise Tech Supp Sr. Anlst you will assist in ensuring customer issues are addressed and resolved in a timely manner for internal and external customers with SharePlex and Space Manager Products. Communicate with other departments on technical issues related to the product. Service critical customer issues for SharePlex and Space Manger products that are business critical and serviced 24x7 365days. 

 

Responsibilities

Role Responsibilities

  • Provide timely troubleshooting and resolution for customer product cases.
  • Resolves customer inquiries and issues on time, professionally and with a positive attitude to achieve customer satisfaction.
  • Manages the customer relationship with respect to product issues.
  • Communicate with product specialists and development to report and investigate customer issues.
  • Proactively anticipate and prevent potential customer issues.
  • Develops, tests and documents workarounds for known product issues.
  • Contribute content to the knowledgebase articles and Social media (blogs).
  • Participates as a proactive member of Quest Technical support team by contributing to the company as follows:
    • Meets or exceeds short and long-term productivity results established by the Support Manager.
    • Takes accountability and resolves any issues preventing the achievement of timely, quality, and cost effective results.
    • Maintains high standards of excellence and strong work ethics.
    • Provide guidance, leadership, technical consultation and training to less experienced team members.

Qualifications

  • 2-4 years of relevant experience or equivalent combination of education and work experience
  • 2+ years Oracle / SQLServer Database experience is mandatory.
  • Experience with Open Source Database MySql,Postgres databases
  • Database experience should include some knowledge of security, performance tuning, backup & recovery, and database query.
  • Experience with Cloud technologies –AWS,Azure.
  • Database related Professional Certifications
  • Unix or Linux/Windows OS experience
  • Application development or support is a plus.
  • Flexible and able to work multiple work shifts.
  • Must be flexible to work in a 24x7 Environment.
  • Excellent analytical, problem solving, oral and written communication skills

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