Position: Middle Technical Support Analyst for Analytic Management Software
Company: Brightgrove
Category: Support
Experience required: 2y
English level: upper

About the Client:

Aginity is an innovating US-based company with exciting expertise in big data, analytics and software development that established a new category of software called Analytic Management. Aginity provides the only active analytic catalog for data analysts, data engineers, data scientists, and business users, enabling them to interact with their data and analytic code in a whole new way.

We’re a naturally curious team that loves working together. We’re dedicated to our customers, building an analytic management movement together, which will be the key to how businesses win in the future.

About the Project:

Our team is building software with various technologies/frameworks like Java, Dropwizard, JavaScript/TypeScript, React, Mobx, ImmutableJS and others.

We have a mature and evolving system for DevOps using Git, Nexus, Jenkins, Maven, and Junit. These integrate with our data center and cloud infrastructure through Cloudbreak and Cloudera Director to provision Hadoop clusters on-demand for automated testing.

About the Team:

The whole development team is concentrated in our Kharkiv office. All developers are highly qualified. C-level managers and Sales department located in Evanston, Chicago (USA).

Responsibilities:

- Provide 1st and 2nd line support for Aginity products
- Respond to a customer needs within agreed upon SLA’s
- Troubleshoot connection, configuration and other issues related to user/enterprise implementation of Aginity tools
- Troubleshoot Windows, macOS, Unix, AWS, Azure etc. set up and authentication issues
- Directly communicate with Aginity users over email (>90%) and via phone (<10%)
- Independently replicate client issues in a controlled environment; triage issues with Engineering and Product teams when necessary
- Define and implement best support practices
- Report on support SLA’s to the business
- Acquire customer data, document data acquisition, usage data reporting process and best practices
- Contribute to an overall product vision
- Perform other duties as assigned

Required Skills:

- BS in Computer Science or related technical discipline or equivalent practical experience
- 2+ years of technical support, DBA, QA or similar experience
- SQL knowledge
- Intermediate/advanced level of business English – this is a customer-facing role
- Demonstrated ability to learn and explore new technology areas and applications
- Ability to solve complex problems
- Demonstrated successful collaboration in a multidisciplinary team environment
- Self-starter with an excellent time management skills and ability to handle multiple projects with shifting priorities
- Ability to learn on your own and with minimal supervision

Nice to Have Skills:

- Basic knowledge of any cloud platform
- Familiarity with Linux administration