Technical Support Engineer

2 weeks ago

Bengaluru, Karnataka, India Qlik Full time

About the Role

We are seeking a highly skilled Technical Support Engineer to join our team at Qlik. As a Technical Support Engineer, you will be responsible for providing top-notch support to our customers, troubleshooting complex technical issues, and collaborating with cross-functional teams to deliver exceptional results.

Key Responsibilities

  • Provide telephone, screen sharing, and ticket-based support to customers
  • Troubleshoot customer-submitted problems in a collaborative manner
  • Keep customers updated on the status of their tickets
  • Investigate customer situations and desired outcomes to understand their needs and problems
  • Deliver world-class customer experience by resolving every case to customer satisfaction
  • Interact with customers to understand their problems and needs
  • Communicate technical solutions to customers
  • Stay current with Qlik and Talend product portfolio functions and features, as well as related technologies in the DI ecosystem
  • Participate in 24x7 weekend support for production down tickets
  • Reproduce customer problems in the lab
  • Translate customer problems into technical terms for the R&D Support team to work on
  • Exhaust all efforts according to working procedures before escalating a case
  • Maintain a shared knowledge base across the team by writing technical solution articles, documenting lessons learned from support cases, and participating in weekly meetings

Requirements

  • Bachelor's degree in IT or equivalent
  • 5+ years of experience in three or more areas: Database Administration, Big Data, and SAP knowledge is a plus
  • Strong troubleshooting and analytical skills, problem management, and RCA
  • Willingness to work on shifts, including night shifts
  • Ability to work in a hybrid environment

About Qlik

Qlik is a leader in data analytics and business intelligence. We empower our customers to make data-driven decisions by providing a comprehensive portfolio of products and services. Our team is passionate about delivering exceptional customer experiences and making a meaningful impact on our customers' businesses.

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