Support Engineer

1 month ago

Bengaluru, India Demyst Full time
Our Solution

Demyst is a data management company specializing in external data orchestration, helping leading global financial institutions support their business users with data access at scale within their centralized data platforms. In response to growing demand, we're seeking new team members to help us scale. By joining our team, you will play a crucial role in transforming the way enterprises access external data.

Demyst offers a standard configurable interface connecting external data ecosystems to centralized data platforms. We provide the necessary products, support team, and maintenance for production-ready, customized external data pipelines. Our pipelines include configured data, metadata, robust batch and real-time delivery, and ongoing support for optimal performance. Additionally, we offer a streamlined diligence, procurement, and data delivery service for evaluating new data, ensuring efficient decision-making based on agreed standards.

Don't miss out on the opportunity to play a vital role in revolutionizing data management for enterprises.

Challenge

Depending on experience, this role may be filled at either the Support Engineer or Senior Support Engineer level.

As part of Demyst's Global Service Desk (GSD), this role will support Demyst clients to ensure that relevant alerts from Demyst systems and issues raised by clients are appropriately triaged and managed through resolution. Additionally, this role will help to provide help desk support for Demyst's globally distributed workforce.

We're seeking a great communicator who is able to translate their technical knowledge into actionable direction. When there isn't a clear answer to a problem, the ideal candidate knows how to research the problem and come up with a solution. This is an ideal position for a candidate with a strong drive for personal and professional growth who thrive on taking on new challenges.

While this is a fully-remote role, successful candidates are expected to be based in Bengaluru where Demyst is building its next hub. As you will be supporting clients globally, you will be expected to align your working hours from 3 AM EST - 12 PM EST, subject to change with organizational requirements.

Responsibilities

  • Monitor, triage, and resolve alerts from production systems within defined service-level agreements. Cross-functionally collaborate with internal teams, clients, and external data vendors. Partner with the engineering team to resolve non-production issues.
  • Manage the incident and service request queue for employee and client requests to ensure that tickets raised by the customers are resolved within the service level agreements.
  • Provide desktop support related to computer hardware and software for Demyst's workforce.
  • Administer and support SaaS applications used by Demyst's workforce.
  • Improve the system alerting and reporting capabilities, along with automating business processes to further increase efficiency.
  • Technology onboarding and offboarding for the company's employees including provisioning and decommissioning laptops, and managing employee account privileges.
  • System policy, software updates, and software installation utilizing automation or mass deployment technology for Windows and macOS on laptops and AWS Workspace instances.
  • Create and update documentation for essential GSD processes and client/provider related information to improve response/resolution times.
  • Stay up-to-date with industry trends and emerging technologies .
  • Other duties as required

Requirements

Required

  • Experience supporting Apple products and operating systems
  • Experience administering and supporting common SaaS-based productivity tools
  • Working understanding of networking and basic information security concepts
  • Proficiency and experience with a scripting language such as Python
  • Knowledge of API (REST and SOAP), HTTP protocols, API Security, and best practices is a must
  • Knowledge of system validation process / Application Life Cycle Management
  • Familiarity with common data structures and languages, e.g., SQL, JSON, Elastic Search
  • Strong alignment with core organizational values

Desired

  • AWS Workspaces administration experience
  • ITIL v4 Foundation certified or experience with ITIL standards
  • Experience with Jira Service Management including automation rules and reporting
  • Bachelor's in a technical discipline (e.g., computer science, software engineering, data science, etc.)
  • Problem-solving and troubleshooting skills with the ability to identify and solve complex business needs
  • Any experience working within a data-centric solutions provider, e.g. within analytical consulting or technology providers

Benefits

  • Operate at the forefront of the external data industry, and work with the largest industry players in an emerging field that is fueling growth and technological advancement globally
  • Have an outsized impact in a rapidly growing team, offering real autonomy and responsibility for client outcomes
  • Stretch yourself to help define and support something entirely new
  • Distributed team and culture, with fully flexible working hours and location
  • Collaborative, inclusive, and dynamic culture
  • Generous benefits and compensation plans
  • ESOP awards available for tenured staff
  • Join an established, and scaling data technology business
  • Transfer to US and Australia offices possible for top performers after two years

Demyst is committed to creating a diverse, rewarding career environment and is proud to be an equal opportunity employer. We strongly encourage individuals from all walks of life to apply.

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