Job description
In the age of digital transformation, data has become increasingly vital to core business operations. But with so many cloud applications and platforms available today, data has become more decentralized than ever.
CData is the real-time data connectivity company. Our easy-to-use integration products allow users to work with their data where, when, and how they need it. With a robust library of real-time data connectors, users can access data from hundreds of applications, tools, and systems – on-premises or in the cloud.
CData is a global company, headquartered in Chapel Hill, NC with about 400 team members worldwide. More than 10,000 organizations rely on CData technologies to overcome data fragmentation challenges and unlock value from diverse, dispersed data assets.
As a member of our technical support engineering team, you’ll solve technical issues for both our current and potential customers. This position requires exceptional technical problem-solving skills as you will be tackling new and unique challenges every day with no set script to resolve an issue. Considering that CData has over 250 different products across 12 editions, the ability to research both alone and in a team to reproduce and debug customer issues is essential.
In this role, you’ll gain valuable experience working with leading industry technologies (MongoDB, QuickBooks, Salesforce, etc.) working with a wide variety of customers to take on increasingly technical cases with time, starting with beginner to intermediate and upward as experience grows.
The role grows in a dynamic fashion, letting new members find their specialties and then fill the role best suited for their specific aptitudes. You will also get a first-hand view of practical applications of popular data solutions and technologies and gain valuable real-life experience through those.
You will work closely with the rest of the Technical Support team, Engineering, Pre-Sales, and Product Management teams to ensure that CData delivers overall superior service, products, and support to our customers.
Location(s):North Carolina Research Triangle or East Coast (preferred)
Key Duties & Responsibilities:
Responsibilities include but are not limited to:
- Provide technical support across your assigned CData product lines via Salesforce service desk
- Manage Support tickets effectively in Salesforce following all internal procedures around SLAs, tracking ticket status, and escalations to engineering
- Setup test environments (including Windows, Linux, and Mac) and tools to match customer use cases to help troubleshoot issues
- Report technical issues and feature requests via our internal ticketing system (Jira), test fixes, and update customers accordingly
- Provide well-written, thorough responses to customers, adapting your language to their technical level
- Help create and add to existing knowledge base articles, troubleshooting guides, FAQs, and other support collateral for both internal and external consumption
- Join web meetings with customers to go in depth with troubleshooting in live customer environments
- Perform code analysis to troubleshoot low-level coding issues
Qualifications:
- Bachelor’s degree in Computer Science, Computer Technology, or in a STEM field from an accredited university or equivalent professional technical experience
- Ability to work independently and collaboratively with other team members
- Ability to communicate solutions and ideas effectively to users of varying technical levels
- Ability to read and write code to solve basic problems in a least 1 coding language (preferably Java or C#)
Benefits
- 11 Paid Holidays
- 20 Days of PTO
- Employer-paid Medical, Dental, and Vision plans (100% for employee, 50% for dependents)
- HSA with Company Contribution
- Employee Assistance Program
- 401k with 6% Immediately Vested Company Match
- Professional development opportunities
_This role can be based in Alabama, Florida, Georgia, Illinois, Massachusetts, Maine, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Vermont, or Virginia._
CData Software is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Important Notice: The CData recruitment team does not use SMS or WhatsApp to communicate with job applicants. If you receive a message from these platforms claiming to be from CData regarding a job opportunity, please be aware that it is a scam. All current open positions are listed on our CData Careers page. Please use the Apply Now link or apply via LinkedIn.
