Technical Support Engineer

Job description

The Pyramid support team takes pride in being one of the best support teams in the market with thousands of satisfied customers from all over the globe.

We're looking for an excellent Technical Support Engineer with an emphasis on supporting the infrastructure around Pyramid, to join and be a part of a leading team, be involved in improving an advanced BI product, and dive into the BI field.

The Technical Support Engineer is at the front line, working closely with customers, aiding, and investigating technical and analytical problems.

You'll be working through complex data environments with customers from all industries providing the best customer experience and service.

Key Responsibilities

• Respond to customer inquiries and assist, troubleshoot, and drive to resolution.
• Track and maintain clear records of customer issues and their resolution in a timely manner.
• Assist customers via a CRM system (Zendesk), phone calls, and remote sessions.
• Escalate and work directly with the development team.
• Reproduce and document issues in Microsoft TFS.
• Install and configure the Pyramid application on windows, Linux and Kubernetes.
• Check resolved issues and QA the product.
• Help create and maintain our knowledgebase and community articles.
• Attain a deep understanding of the Pyramid product and keep constantly up to date with new features.

Qualifications (Required)

Experience:

3+ years in application support or a similar role with hands-on IT infrastructure and systems knowledge. - A MUST

Technical Proficiency:

• Familiarly with SQL databases and basic query writing. - A MUST
• Strong knowledge of Windows and Linux servers. (installing and configuring applications)
• Familiarity with authentication methods (e.g. AD, LDAP, SAML, OAuth).
• Ability to analyze and interpret application logs for troubleshooting.
• Understanding of APIs and their practical usage.
• Exposure to cloud platforms such as AWS, Microsoft Azure, or similar. Understanding of basic networking and of DNS.

Soft Skills:

• Excellent communication skills (verbal and written in English) with a customer-first mindset. - A MUST
• Proven ability to explain technical concepts to non-technical users.
• A proactive problem-solver with the ability to work independently and adapt quickly to new tools and environments.
• Exceptional organizational and multitasking skills.
• Mindset: Fast learner with a passion for technology and a strong sense of ownership.

Preferred (Nice-to-Have)

• Experience with Kubernetes for application deployment and orchestration.
• Prior experience in the BI field, including familiarity with Familiarity with troubleshooting tools and practices for cloud-based environments.

Why Join Us?

• Be a part of one of the best support teams globally, recognized for delivering excellence. Work with our cutting-edge BI product in complex, innovative environments.
• Collaborate with top-tier customers and internal teams, including development and QA.