As a Technical Support Engineer , you will provide exceptional technical assistance and troubleshooting to our clients, ensuring their seamless experience with our platform. Your expertise and dedication will be crucial in driving customer satisfaction and loyalty.
In this role you will
Develop a deep understanding of data integration platform, staying up-to-date with new features and enhancements
Deliver timely and effective technical support via various channels, including ticketing system and online meetings, addressing inquiries, issues, and concerns promptly and professionally.
Investigate and resolve technical problems reported by clients, escalating complex issues to the appropriate teams for resolution.
Collaborate closely with cross-functional teams, including product development and engineering, to ensure prompt issue resolution and continuous product improvement.
Assist in conducting product training sessions for clients, empowering them to utilize Rivery's platform efficiently.
Accurately document support cases, tracking their progress from initiation to resolution and keeping clients informed throughout the process.
Contribute to the development and maintenance of our knowledge base, creating helpful articles and resources for self-service support.
1-2 years of experience as a Support Engineer within a technology or data-centric environment, OR be a recent graduate with a degree in Computer Science, Data Analytics, or similar fields.
Demonstrated strong understanding of databases and data structures, including proficiency in SQL query writing.
Experience with SaaS technical and data products, as well as familiarity with data operations spaces such as ELT and data orchestration.
Outstanding problem-solving abilities and analytical thinking, suitable for a fast-paced and team-oriented environment.
Excellent communication skills, with fluency in English both in written and verbal forms.
A strong eagerness to learn new technologies and frameworks.
Advantages
Practical experience in working with APIs, preferably using tools like Postman.
Knowledge of Python or other scripting languages
