Technical Support Engineer [Tier 3]

Sisense’s mission is to infuse analytics everywhere. We bring “power to the builders” by enabling our customers to answer complex questions with data and drive the best business outcomes possible.

WHY YOU SHOULD JOIN OUR TECHNICAL SUPPORT TEAM:

At Sisense, we are on a mission to empower modern data teams to deliver insights to everyone inside and outside their organizations. We bring “power to the builders” by enabling our customers to answer complex questions with data and drive the best business outcomes possible. 

Customer Delight is not just a motto at Sisense, it’s what we truly believe in and what our customers appreciate about us. As a Technical Support Engineer (TSE), you will work through complex data environments with customers from all sizes and industries, to deliver exceptional support and value over our amazing product.

• WHAT YOU’VE ACCOMPLISHED… SO FAR:

  • You enjoy working directly with customers and making an impact in the field
  • You are fully knowledgeable in Linux deployments, OS and troubleshooting
  • You already have experience with supporting complex product infrastructure and applications
  • You have experience working with logs, and various monitoring tools such as: Grafana, New Relic, Kibana
  • You have experience with databases such as MongoDB, MS SQL, MySQL, Oracle and more
  • You are a passionate technical lead of all aspects and successful in solving technical issues
  • You own the implementation and integration of complex customers’ projects
  • You have led complex troubleshooting including communication with customers technical exec - a status update, expectation setting, present solution, etc
  • You can provide many examples of your technical problem-solving expertise
  • You can communicate complex concepts in a clear and professional manner
  • You thrive in a fast-paced, high-growth environment while working with a team
  • You are a lifelong learner with insatiable curiosity and problem solving skills
  • You have a bachelor’s degree in engineering or equivalent knowledge 

  NICE TO HAVE

  • Experience with Kubernetes and Docker
  • Experience with virtualization and cloud services (AWS, vSphere)
  • You have experience with scripting languages such as Javascript, Python, Java, Bash, use of APIs for scale
  • Web development background and/or programming familiarity
  • Experience with ETL and BI tools such as Looker, Tableau or QlikView, etc.

  HOW YOU’LL RAMP UP:

  By Day 30…

  • You will have a deep understanding and hands-on experience with the Sisense technology and application
  • You will start interacting with Sisense customers and getting to know their challenges
  • You will also start shadowing calls with Senior Support Engineers 

  By Day 60…

  • You will continue to shadow technical reviews with customers
  • You will be familiar with the different types of technical challenges, engagements and project types
  • You will learn the technical support methodologies and tools you’ll use
  • You will learn more Technical Support soft skills such as session management, customer interaction, working with Customer Success Managers, BI consultants and other teams as well as handling challenging situations

  By Day 90…

  • You’ll begin leading complex technical calls and tickets with enterprise customers 
  • Assist the team with feedback providence on improving internal processes and ramp up procedures 
  • You’ll be managing your own queue of tickets and technical projects 

Why You Should Join Our Team

• We live our values. We care about each other, the technology we create, and the customers we support. We know we’re constantly learning and improving, and look forward to sharing insights and techniques with each other
• We have interesting customers. We support the Red Cross with dashboards about supplies, help a suicide prevention hotline with SQL+Python ML analysis, and enable Tinder to make better matches
• We are our own customers. We’re heavy users of the features we build and have an intuitive understanding of what makes data teams so special and successful.

“You have unlimited questions remaining” is core to our team’s philosophy. We are excited about learning and sharing together, and work hard to make sure that everyone is set up for success.

ABOUT SISENSE:

We're a passionate, venture-funded team with more than 2000 customers, including Nasdaq,  GE Healthcare, Honda, Verizon, and Philips working out of our office in Midtown.

We believe strongly in a data-driven approach to all that we do. We're constantly measuring and optimizing everything about the business.

We have close relationships with our customers.

We’ve been recognized by Comparably, Glassdoor, and Gartner for our amazing company culture.

We have super high customer retention — better than best in class SaaS companies