Product Specialist
Core
Senior technical advisor and escalation point for complex enterprise software issues, driving customer success and mentoring junior engineers.
Role type
Senior Technical Support Specialist (Enterprise Software)
Builds
Seamless technical support delivery and proactive resolution of mission-critical issues for global enterprise customers.
Domain
Manufacturing software, Digital Transformation, Enterprise IT Infrastructure
Deliverable
client delivery
Required skills
Enterprise application troubleshooting, SQL (Oracle, SQL Server), ETL tools (Informatica, IICS, Kettle/Pentaho), Web server configuration (Apache Tomcat, Apache), Performance tuning, Java enterprise applications, Enterprise IT environment knowledge
Preferred skills
UNIX/Linux command-line, AWS (S3), Machine learning concepts integration
Responsibilities
Resolve high-priority and complex customer escalations, Lead mission-critical issue resolution, Partner with cross-functional teams for holistic solutions, Drive improvements in support processes, Review and contribute to knowledge articles, Collaborate with product/engineering on roadmap, Mentor junior technical support engineers, Represent support in customer meetings and business reviews, Maintain high SLA compliance for enterprise customers
Seniority
Senior, hands-on IC with mentorship responsibilities
