Software Support Engineer

at  CData Virtuality

OVERVIEW

CData Virtuality is a strong data integration and management solution and Product Unit of CData Software. We are known for our powerful data virtualization capabilities that enable companies to access, integrate, and manage data from multiple sources in real-time without the need for extensive data replication. CData Virtuality’s platform supports a variety of data sources and formats, making it a powerful tool for organizations looking to streamline their data infrastructure and improve decision-making processes.

NICE-TO-HAVE REQUIREMENTS:

• Experience with SLA-bound operations and screen-sharing/phone support.
• Familiarity with bug trackers, Cloud Platforms (AWS, Azure), and container platforms.

As a Software Support Engineer, you will play a crucial role in both the proactive and reactive aspects of our service delivery. Your responsibilities will span across various support levels, monitoring, and operational tasks, including:

• SaaS Support: Handle customer inquiries through in-product Intercom, providing both 1st and 2nd level support.
• CData Virtuality Platform Support: Offer first-level support to EU and US customers, focusing on ticket-based troubleshooting and problem resolution.
• SaaS Monitoring: Utilize monitoring systems and tools to identify and address incidents proactively.
• Setup and Operations: Set up, configure, and use cloud management and monitoring tools, as well as manage cloud environments, perform software updates/upgrades on our customers’ Windows and Linux machines (remote via RDP and SSH), and support the operation of our software and servers.