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Tidal Engineer-jp1
3 months ago
About Us:
The Tidal Support Engineer is responsible for providing enterprise-level assistance to our customers by diagnosing and troubleshooting software and hardware problems, and helping our customers install, configure and operate our software.
Responsibilities:
- Support and maintain a large Tidal Enterprise Scheduler environment
- Provide support and guidance to users for best practices and product features
- Troubleshoot failed installs of the agent, job failures and dependency streams in real time
- Identify product defects and enhancements and implement solutions/features as needed
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
- Owning of customer issues and seeing problems through to resolution
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Providing prompt and accurate feedback to customers
- Ensuring all issues are properly logged and documented
- Prioritizing and managing several open issues at one time
- Following up with clients to ensure their systems are fully functional after troubleshooting
- Preparing accurate and timely reports
- Documenting technical knowledge in the form of notes and manuals
Qualifications
- Strong understanding of best practices and proper implementations of the Tidal platform.
- 2+ years experience administering a 24x7 Tidal production environment
- Working knowledge of MSSQL and Tidal DB schema
- Proficiency with handling Windows Server and RHEL commands
- Experience with TES upgrade/patching process
- Strong familiarity with Tidal 6.2 SP
- Tidal REST API experience is a plus
- Experience with xMatters/Alarmpoint is a plus
- Bachelor's degree (BS or BA) in the areas of Computer Science, Math, Physics, Engineering or other like disciplines from a top college or university.
