Support Escalation Engineer

at  Qlik

Work location: King of Prussia; Remote
Job Duties: Serve as liaison to support customers to resolve crisis situations involving technically challenging situations involving time sensitive and complex production issues. Work proficiently with trace analysis, debugging, source code, and other proprietary tools to analyze problems, find workarounds, and reproduce them for R&D team. Facilitate on-the-job coaching, develop educational material, and organize training sessions for existing team members. Gather details about the error and logs from various product modules and integrated applications. Identify the root cause of the problem and provide a workaround or fix (patch). Reference Jira tickets, product documentation, and community documentation in order to find troubleshooting steps to resolve issues. Coordinate across departments while driving issues to resolution. Report the identified defects to R&D team. Identify the product enhancements and report these as feature requests to R&D team. Maintain strong working knowledge of released products, take ownership for product improvements, and participate in BETA programs. Create knowledge articles for team members to provide better support to the customers and train team members. Share knowledge with other engineers and develop customer solutions efficiently. Work directly with customers via phone, Zoom, and email to resolve technical issues and identify product defects.
Requirements: Bachelor’s in computer engineering, computer science, information systems, electrical or electronic engineering, or related field, 2 years as an IT developer, database administrator, or related job, & 1 year in the following (may be before/during/after degree and concurrent with 2 years if bachelor’s): (1) Object oriented programming language or equivalent, such as Java or C++, (2) RDBMS databases such as Oracle, (3) PL/SQL, (4) UNIX or Windows operating system. Master’s degree acceptable in lieu of bachelor’s degree and two years of experience. Salary range: $87-130K/year

Please refer the Job description for details