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Technical Support Engineer, Business Intelligence

San Francisco, CA 
Area Code:
Travel Required:
Tech Support, Database, Networking, SaaS 
Pay Rate:
Tax Term:
Date Posted:
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Job Description * Technical Support Engineer
Company is looking for experienced professionals to help us grow our U.S. Technical Support team. Based San Francisco*s Financial District, the Company is the leading provider of on-demand solutions for Business Intelligence, Analytics and Data Warehousing.

Technical Support team members need an understanding of business metrics, data extraction, transformation and loading in to data warehouses, how data warehouses are queried and optimized, along with deep understanding of delivering software-as-a-service over the Internet. If you know how a user-generated query goes from browser to data center and back, including access protocols like SOAP, fundamentals like DNS lookup, routing, load balancing, packet-level transaction analysis, and enterprise network configurations like proxies, firewalls and IDS, and you enjoy the rigors of building an extremely fast-growing company, you need to talk to us.. We offer competitive compensation, generous equity, and the opportunity to be part of an extremely exciting, challenging intellectual environment.

* Assist with troubleshooting client issues by understanding their technical environment and characteristics of their implementation
* Provide expert technical support for issues escalated from Service Consultants, Sales Advisors, or Management
* Interface directly with client contacts, including end-users, technical professionals, IT system administrators, and management to resolve technical problems on mission critical systems
* Quickly and accurately reproduce diverse field issues for troubleshooting and root cause analysis. Ability to articulate findings to the Engineering team
* Provide frequent, detailed status and action plan updates to internal and external stakeholders, including upper management
* Participate in revolving on-call rotation for non-business hours support coverage

Required skills
* 3 to 5 years minimum experience performing analysis and troubleshooting of complex software applications
* Experience with Microsoft Server, Red Hat Linux and VMWare hypervisor operating systems
* Strong knowledge of databases and database technology (MS SQL Server, mySQL, Oracle, Postgres) and relational star schema design, and writing/troubleshooting complex SQL
* Knowledge of Internet communications, DNS, TCP/IP, load balancing, VPN
* Experience working with enterprise level customers, pre-sales customers and partners
* Proven verbal and written communications skills
* Ability to lead a team and mentor others
* Proven ability to learn new technology while managing multiple, high-priority tasks
* Bachelor*s degree

Additional Skills
* RightNow CRM
* Salesforce CRM
* Nagios and Hyperic monitoring/SNMP
* Bugzilla
* Dreamweaver/PHP
Greg Schlosser