TigerGraph is looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. The responsibilities include configuring and tuning TigerGraph system, resolving technical issues, answering customer questions, and using remote connections to diagnose, troubleshoot and resolve complex problems. You will take ownership of customer issues reported and see problems through to resolution.
Respond to customer technical requests, troubleshoot issues, research and identify solutions through a series of actions.
Diagnostics in customer's environment based on Linux and perform root cause analysis.
Ask customers targeted questions to quickly understand the root of the problem.
Refer to internal database or external resources to provide accurate tech solutions to customers.
Properly escalate unresolved issues to appropriate internal teams.
Ensure customers' systems are fully functional after troubleshooting.
Provide customers clear, written instructions and technical manuals.
Ensure all issues are properly logged.
Prepare accurate and timely reports.
Document technical knowledge in the form of notes and manuals.
Maintain professional relationships with customers.
Proven work experience as a Technical Support Engineer in an enterprise software company, preferably big data systems, technology integration, and surrounding support
BS degree in Information Technology, Computer Science or relevant field
Hands-on experience performing diagnostics with Linux OS environments
Solid technical understanding of data management and related technologies such as Hadoop, Spark, Neo4j
Strong ability to diagnose and troubleshoot technical issues
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Multitasking - can prioritize and manage several open issues at the same time