ETL/BI Technical Support Engineer @

2 days ago


Remote, Czech Republic Matrix Global Services Full time
  • A minimum of 2 years experience in Tier 1-2 technical support roles, with a strong focus on B2B interactions.
  • Experience with ETL and BI tools such as Tableau.- Must
  • Knowledge of SQL scripting (Snowflake, MySQL, Athena, MongoDB).
  • Proven ability to take complete ownership from initial report to full resolution, ensuring customer satisfaction and adherence to SLAs.
  • Understanding of web technologies: HTML, CSS, JavaScript, TypeScript, etc.- Advantage.
  • Basic knowledge of troubleshooting performance issues in a distributed microservices environment
  • Experience with monitoring and logging tools such as Datadog, Grafana, Kibana, and CloudWatch – Advantage
  • Familiarity with tools like Google AdWords/Analytics is Advantage.

We are seeking a highly motivated ETL/BI Technical Support Engineer to join our expanding Technical Support team within the R&D department. This role demands exceptional communication skills for high-level professional interactions with our B2B customers. Your expertise will be instrumental in maintaining our Service Level Agreements (SLAs) and ensuring robust customer satisfaction.

,[End-to-end Ownership: Efficiently manage and resolve Technical Support tickets by investigating, identifying, and solving root causes., Act as the first point of contact for customers, providing expert-level technical support via email, chat, and phone., Incident Management: Handle production incidents on our websites and internal infrastructure, assessing issue severity from both technical and business perspectives. Escalate unresolved issues to internal R&D teams while ensuring customers receive timely updates, maintain ownership until resolution, and communicate progress to relevant stakeholders., Monitoring and Reporting: Act as the R&D and Data focal point for production system monitoring and health checks. Deliver periodic performance insight reports to relevant stakeholders., On-Call Support: Be prepared to support priority production incidents during offline hours to ensure seamless operations.] Requirements:

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