DataVisor

Support Engineer

• Provide fast-paced product and technical support to full portfolio of DataVisor clients via our support ticketing system
• Ability to triage support requests in an effective manner to ensure request prioritization is maintained
• Help monitor and manage internal alerts and dashboards in relation to system health, including but not limited to: API throughput and latency, UI functionalities, batch data pipelines, data backup and high availability system failover setup
• Gain and maintain deep knowledge about DataVisor products, system architecture, and customer use cases to independently provide timely support to customers on the basic product and system support requests
• Work closely with various Engineering teams (Infrastructure, Platform, Frontend, QA, etc.) and Product team on the escalation of serious product bugs or system issues, and facilitate the issue investigation, root cause analysis, and progress updates internally and externally
• Give clear explanation both internally and externally throughout the request handling process to ensure internal teams understand the issues and customer requests, and customers understand the technical explanation from internal teams about root cause and workaround suggestions
• Use Zendesk and Jira systems to document the issue symptoms, steps to reproduce, basic triage findings, Engineering investigation findings, possible workarounds, and solution planning
• Ability to analyze and track recurring support issues and trends to provide feedback on product enhancements and training

Senior Technical Support Specialist

Technical Project Manager

• Manage and drive client communications throughout the entire delivery, align different client stakeholders, ensure project is delivered successfully without delay.
• Work closely with clients, sales teams, and other stakeholders to ensure successful project outcomes.
• Understand the client's product and business logic to recommend the best solution that addresses specific client needs. Provide strong solution and consulting services.
• Take the project management role to ensure the client onboarding project runs as expected and under control.
• Provide technical expertise and guidance throughout the implementation and deployment phases, to integrate with the client systems.
• Work closely with product and engineering teams to ensure seamless integration of new features and technologies into existing systems.
• Stay updated on financial services industry trends and emerging technologies to continuously improve our solutions and offerings.
• Conduct presentations and demonstrations of proposed solutions to clients and stakeholders.

Senior Technical Support Specialist

Senior Technical Project Manager – Client Service Delivery