Professional Services Engineer

Company Description

Data Dynamics is a global leader in enterprise data management, focusing on Digital Trust and Data Democratisation. With flagship AI-powered self-service data management software, the company empowers individuals across organisations to manage, secure, and optimise their data. Trusted by over 300 organisations, including 25% of the Fortune 20, Data Dynamics is committed to creating a transparent and unified data ecosystem.

Role Description

• This is a full-time hybrid role for a Professional Services Engineer at Data Dynamics located in Pune, India. While the role is based in Pune, some work from home flexibility is available.
• You will be onboarded to our customers' environments, working to assist with onboarding Data Dynamics software products into the customers' environments, initial configuration of the software product, maintaining the software and its ecosystem, integration of the software with customers' applications and data repositories, developing custom reporting and ongoing usage of the software in order to achieve the customers' goals and objectives.
• As you will have deep knowledge of the customer's environment and use cases, you will also often be the first point of contact for customers with technical support issues and questions on advanced file storage, object storage, OneDrive and various unstructured data environments and will work closely with Support, Customer Success and Training teams to best support the customer.
• The role involves managing network security, cybersecurity, and ensuring the smooth operation of all technical aspects of the software. You will work closely with clients to understand their needs, provide solutions, and ensure satisfaction with Data Dynamics' products and services.
• In this role, you will be directly responsible for providing remote and sometimes in person technical support for all Data Dynamics products installed in enterprises with a wide variety of enterprise servers, storage devices, operating systems, and applications.
• You will also be responsible for answering common questions regarding installation, operation, configuration, customisation, performance and usage for Data Dynamics products. You will apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct issues. You will also document problems, diagnostic actions performed, customer interactions and next steps, and solutions implemented in the knowledge base.
• In this role you will normally work 5 out of 7 days per week in 9-hour shifts. The vast majority of these shifts are day shifts, falling between the hours of 06:30 and 22:00 IST. Some of your working days each month may fall on a weekend and very occasionally at night depending on the customer's requirements.
• This role reports to the Customer Success Implementation Manager, who reports to the SVP of Customer Success. The Implementation and Professional Services team sits within the Customer Success organisation at Data Dynamics alongside the Solutions Engineering team, the Support team, the Training & Documentation team and Customer Success managers. This means all customer facing teams apart from Sales are in the same organisation, ensuring a seamless customer experience throughout the customer lifecycle as well as pathways for team members to grow and advance within the company.
• At Data Dynamics we take pride in creating an exceptional experience for our customers. We strive for and encourage a collaborative, challenging, fun and innovative work experience. If you are a customer-centric, passionate individual who feels strongly about building world class scalable data-driven software, we'd like to talk to you.

Key Responsibilities

• Manage and take ownership of customer goals, milestones, initiatives and issues from beginning to resolution.
• Implement Data Dynamics software in customers environments.
• Manage and maintain Data Dynamics software in customers environments.
• Operate and use Data Dynamics software in customers environments in order to achieve the customers objectives.
• Develop, manage and run custom reports for customers using the data from Data Dynamics software and integrating it with other data repositories in the customer environment.
• Integrate Data Dynamics software with other applications and processes within customer environments leveraging APIs and automation development.
• Assist customers by diagnosing problems and providing resolutions for technical and product issues.
• Advise and educate customers to ensure a complete solution to their technical or product issues and questions.
• Deliver a positive customer experience according to Data Dynamic standards.
• Write knowledge base articles where necessary for both customers and internal teams to help diagnose and resolve problems quicker next time.
• Escalate more complex customer technical issues to product and development teams whilst maintaining the communication with the customer.
• As you are in the beneficial position of talking to new and existing customers daily and understanding their business vision, goals and objectives and technical capabilities and restrictions, you are expected to advocate for the customer, providing feedback into any relevant team within Data Dynamics. Whether it is regarding a business process, technical issues or enhancements, providing feedback from the field and driving continuous improvements in everything we do is imperative to our end goal of successful and happy customers.
• Other duties include but are not limited to script writing where needed, bug reporting, testing software where needed, personal activity tracking, CRM updates, and communication updates to management.

Qualifications, Skills and Experience

Required:

• Batchelor's degree in Computer Science or related field.
• 2+ years of recent experience in a professional services position in an organisation that supports a client/server software environment.
• Thorough understanding and project management skills for a professional services position.
• Storage hardware and software knowledge of NAS and Object systems (NetApp, Dell EMC, Azure, AWS etc).
• Proficiency with Windows, Linux, Docker and Kubernetes.
• Experience creating complex Kibana and/or Tableau and/or PowerBI reports and dashboards.
• Network setup/routing with mixed LAN/WAN operating system environments and knowledge of DNS/WINS/DHCP/DFS.
• Strong organisational and time-management skills, with the ability to handle multiple issues simultaneously.
• Excellent problem-solving, presentation and communication skills.
• Ability to remain calm, courteous and professional under pressure.
• Ability to influence and drive change across the organisation.
• Ability to work collaboratively in a team environment
• Extremely strong written and verbal communication skills are required. Minimum CEFR (or equivalent) Level B1 English.

Preferred:

• 4+ years of recent experience in a professional services position in an organisation that supports a client/server software environment.
• Experience using customer relationship management tools.
• Elasticsearch and SQL/PostgreSQL experience.
• Knowledge of current trends and advancements in the storage solutions industry.
• Experience in data management and data migration.
• Knowledge of Data Discovery, Data Science – OCR, NLP, Computer Vision, AI, Keyword search, Regex.
• Knowledge of Data Governance & Regulations – GDPR, HIPAA, CCPA etc.
• Experience of Microservices based applications.
• CEFR (or equivalent) Level B2 English and higher.