Production Support Engineer Jobs in Bangalore - Infoworks.io
Job Description
About the role
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● Provide comprehensive technical support to our customers - understand the business impact on issues - provide resolutions and/ or workaround to customer queries/ issue as appropriate
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● As a member of our Technical Support team - you may interact with users of Infoworks via Support tickets, Chat, eMail or Phone
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● Assist customers through their Hadoop, Spark and other distributed computing challenges to get past blocking issues
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● Support issues range all the way from simple queries about the product, to questions around achieving specific technical objectives, to responding to and troubleshooting operational issues and suggesting the best practices in a given scenario
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● Ensure that Service Level Agreements are met at all times
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● Reproduce customer issues for diagnosis/ further analysis, passing acknowledged
product issues to Engineering team for fixing and QA
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● Complete Ownership: Track Support issues through to closure upon complete
agreement with Customers at all times (few Account Management responsibilities) - with
all relevant internal and external progress updates
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● Willing to assist Solutions (Professional Services) team and other teams within the
Company when needed or as situation demands and visit Customers when needed on
specific/ rare occasions
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● Knowledge Sharing - contribution to Knowledge Base Articles, Documentation, Forums,
Blogs, etc...)
Job Particulars
About Company
About us
Infoworks mission is to enable enterprises to quickly leverage their data assets, for all enterprise use-cases, whether via BI, reporting, OLAP, or advanced and statistical analytics. We do this by automating the complex tasks of data ingestion and organization into Hadoop, transforming data using machine learning for performance and concurrency, and managing the data lifecycle. We do this on our highly-scalable, cost-effective dynamic Data Warehouse platform, which runs on Hadoop or Spark.
