Cognyte

Field Support Analyst

Cognyte

full-time

Posted on:

Origin:  • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

Tech Stack

DockerLinuxOraclePostgresPythonSQLUnix

About the role

  • Attend and support the user (via telephone or e-mail), for all Systems to which is part, without restrictions regarding business rules and structures.
  • Attend and support the user during on-call periods.
  • Forward critical problems, after prior analysis, to the Support Manager for resolution.
  • Perform systems maintenance, including checking inconsistencies in information, customer network problems, creating scripts and jobs for workarounds and contingency routines, and changing part of the system to fix bugs.
  • Document the procedures performed by the support.
  • Perform maintenance on local and remote servers, planning and mitigating risks.
  • Administer and perform database maintenance on customer systems.
  • Continually improve operation and maintenance processes.
  • Technically assist support and development activities.
  • Provide technical support to the on-call team and train new members.
  • Carry out analyses and propose solutions for the Support team for complex problems related to Networks, Operating System, or Database.
  • Report problems in meeting problem resolution deadlines to the Support Manager and ensure compliance with established deadlines.

Requirements

  • Bachelor Degree in Computer Engineer, Computer Science or correlated areas
  • Fluent English
  • Minimum of 4 years of experience supporting software users
  • Experience in SQL, Linux/Unix
  • Basic experience in Shell Script
  • Troubleshooting experience with reading logs and using Wireshark
  • Basic experience in Docker and Docker compose
  • Would be considered an advantage: Experience in Oracle and Postgres
  • Would be considered an advantage: Experience in SIP, E1 Signaling, MGW Audiocodes configuration
  • Would be considered an advantage: Experience in YAML
  • Would be considered an advantage: Experience in Python