Technical Support Engineer (TSE/Senior TSE) - Remote

About Delphix

Delphix is the industry leader for DevOps test data management. 

Businesses need to transform application delivery but struggle to balance speed with data security and compliance. Our DevOps Data Platform automates data security, while rapidly deploying test data to accelerate application releases. With Delphix, customers modernize applications, adopt multi-cloud, achieve CI/CD, and recover from downtime events such as ransomware up to 2x faster.

Leading companies, including Choice Hotels, Banco Carrefour, and Fannie Mae, use Delphix to accelerate digital transformation and enable zero trust data management. Visit us at www.delphix.com. Follow us on LinkedIn, Twitter, and Facebook.

Role:

As a Technical Support Engineer you will often be the first contact point for our customers, where you are responsible for taking and working cases, utilizing common methods of interaction and creating knowledge content to better enable customer self-service. You will become a Delphix product expert, able to effectively communicate and troubleshoot complex issues with the customer, including analyzing logs, filing bugs, implementing workarounds and aiding customers in any technical issues that may arise with the product and related technologies and environments.

Why you will love this position:

Some of the differentiators while working as a Technical Support Engineer at Delphix are as follows:

- An amazing opportunity to work with one of the best technical support teams, who know their jobs the best

- Customised on-boarding and on-job trainings covering all the aspects of the products (basics to advance) conducted by our SMEs in 1:1 sessions 

- No separate tiers/levels in support group,  people (even in different Geographies) help each other showing true 'oneteam' culture 

- Emphasis on quality rather than quantity 

- Transparency in internal and customer communications related to technical analysis 

- Equal access of tools/resources to everyone, including reachability to Engineering

- Freedom and flexibility

- Capacity to grow and build career plan

- Access to latest technologies

Responsibilities:

• Perform case backlog management and provide customer communication as appropriate
• Reproduce product issues in-house, recommend solutions/workarounds and collaborate with Engineering
• Work cross functionally with Engineering, Professional Services, Presales and other groups as required
• Create knowledge content that is shared with customers and co-workers
• Required to work in APAC shifts starting 5AM IST. Also regular working days will include Saturdays or Sundays or both (e.g. shift days can be Tue-Sat or Wed-Sun)

• Bachelor's degree in Computer Science or equivalent job experience
• 3 - 10 Years of relevant experience
• Demonstrated history of strong analytical and troubleshooting skills
• Excellent English verbal and written communication skills
• Strong interpersonal and customer relationship skills
• OS Skills in Unix / Linux or Windows Server
• Experience working in a Customer-Facing Technical Support Role

• Experience managing or operating Oracle, SQL Server, or comparable RDBMS systems, especially with a focus on database backup and recovery
• Extensive experience with the Oracle RDBMS product, including clustering, recovery, and multi-tenant configurations
• Ability to script in Shell, Python, etc.
• Knowledge and experience with SQL queries
• Network Troubleshooting (NFS, iSCSI, TCP/IP, routing protocols)
• Experience with data transformation, especially Pentaho Kettle or comparable ETL engines
• Experience troubleshooting distributed components/services and log analysis
• Experience with crash dump analysis for UnixData storage, backup, and/or archiving knowledge
• Ability to read “C” or Java codeExperience with ZFS
• Experience using or administering virtualisation, hypervisors or cloud (Azure, VMware, AWS)
• Good understanding and experience on Containers, Kubernetes/Docker

We are strongest when we bring together a diverse set of perspectives and experiences, and strive to empower each voice to be heard and respected. Delphix is committed to hiring and supporting all teams regardless of gender identity and expression, sexual orientation, disabilities, neurodiversity, physical appearance, body size, ethnicity, nationality, race, age, religion, veteran status, or similar personal characteristics. Our focus on inclusion and diversity benefits our employees and positions Delphix to succeed as a global company.