Metric Insights is a profitable, self-sustaining startup in the Business Intelligence space. We are pioneering a new way for companies to gain insight into their data through a “single pane of glass” paradigm. To support our growing list of customers (across many verticals), our support engineering team is looking for help!
As a Support Engineer, you will be the superhero we need to solve challenging, highly technical problems that face our customers and front-line colleagues today. To solve these issues, you must have a knack for troubleshooting a variety of problems (application, OS, network, databases, security, etc.), methodically determine root cause, and find the best solutions or workarounds.
You will also be escalating issues and submitting enhancement requests on behalf of customers to our product team and developers, serving as the gateway between the customer-base and internal teams. This requires being able to see the forest through the trees. You must have a knack for relaying real-world expectations and problems to the development team and decipher and translate technical jargon back to business users. You are the point of interaction between customer and company, and the insight you glean from this relationship will be invaluable in ensuring customer and company success.
Responsibilities:
- Be a superhero and save the day!
- Provide front-line support to customers
- Provide lightweight end-user training where needed
- Deploy the application in highly complex environments
- Serve as the liaison between customers and internal teams (product, developers, QA, devops, mobile, etc.)
- Work with Solution Architects and Sales Engineers out in the field
- Be the technical point of contact when needed during sales demos and proof-of-concepts with prospects
- Report on customer health to Account Managers
- Serve as the de-facto System Administrator for our hosted customers
- Make on-site visits for critical support/solution work when necessary (very rare)
Skills Required:
- Ability to communicate clearly in English, verbally and written
- Prior experience in technical support or other customer facing positions
- Strong troubleshooting skills
- Ability to concisely describe issues and the solutions for those issues
- Knack for breaking down technical jargon into layman terms
- General understanding of SaaS, IaaS, PaaS, networking, and systems in general
- Prior experience with B2B software solutions
- Prior experience with SQL (MySQL, SQL Server, etc.)
- Familiarity with database concepts
- Experience with JIRA, Linear, or other issue tracking software
- Ability to wear many different hats based on need/circumstance
- Ability to work under pressure
- Strong time management skills (ability to juggle many on-going items)
- A team player but also able to work independently with self-direction
- An appetite for learning and professional growth
- Linux familiarity (RHEL, CentOS, Debian, etc.)
- Windows Server experience
- Command line experience (Bash, PowerShell, etc.)
- Familiarity with HTML, PHP, Python
Nice to haves:
- AWS and Azure experience
- Docker and container orchestration experience
- Familiarity with BI Tools like Tableau, Qlik, Power BI, etc.
- Prior experience with creating Help documentation and Knowledge Base articles
- Prior training experience and leading in-person workshops
- Comfortable speaking in front of large groups
Opportunities at Metric Insights:
- Learn and become knowledgeable in a wide-ranging number of technologies
- Acquire new skills across many facets of the business
- Join a small crack team still in the seed stages of growing a technology company
- Ability to put your stamp on things (your input matters)
- Grow with the company and shape your career
- Gain STARTUP experience
Benefits:
- Health/Dental/Vision
- Commuter Benefits
- 401k
- Stock Options
- Flexible working hours
- Work from home
- Supportive team with no egos (“one team, one dream”)