SENIOR DATABASE SUPPORT ENGINEER

As a member of the Natrinsic Managed Services team, your focus is to deliver high-end support to Natrinsic customers while serving as an advocate for customer needs. This involves resolving technical customer inquiries via phone and electronic means. A primary point of contact for customers, you are responsible for facilitating customer relationships with Natrinsic Support and providing advice and assistance to internal employees on diverse customer situations and escalated issues.

As a Sr. Database Support Engineer, you will be the technical interface to customers for resolution of problems related to the configuration, recommended maintenance and use of leading Data Warehouse database technologies. Also, you should be highly experienced in multiple platforms (e.g.: Redshift, Snowflake, Yellowbrick, Netezza, Vertica, SQL) and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues. Job duties are varied and complex utilizing independent judgment.

RESPONSIBILITIES:

• To manage and resolve Service Requests logged by Natrinsic Managed Service customers and contribute to proactive support activities according to product support strategy and model
• Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
• Maintaining product expertise within the team
• Maintaining an up-to-date and in-depth knowledge of new technology released for supported product
• Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)
• Contributing to Knowledge Management content creation and maintenance
• Working with development on product improvement programs (testing, SRP, BETA programs etc) as required
• Operating within Oracle business processes and procedures
• Respond and resolve customer issues within Key Performance Indicator targets

QUALIFICATIONS:

• Proven professional and technical experience with 3+ years of industry experience performing as a Database or System Administrator in an Oracle Environment.
• The ideal candidates should have a degree in Computer science/Management Information Systems/Science/Engineering/Math/Physics.
• Oracle Certified Professional (OCP) is a plus.

TECHNICAL SKILLS:

• Strong Database Administration and SQL skills.
• Operating system knowledge (Unix, Linux and Windows)
• Programming in C, Java, Perl and/or SQL/PLSQL
• Experience with Oracle Enterprise Manager features including Grid Control
• Networking administration

Personal Competencies:

• Excellent verbal and written communication skills in English
• Excellent customer focus and handling skills
• Strong analytical reasoning and problem solving skills
• Strong focus on diagnosing and resolving complex technical problems
• Strong teamworking skills and ability to work as member of a global team
• Results oriented
• Willingness to work weekend shifts as needed.

Necessary qualifications for success:

• You have 2-3 years database administration experience using Postgres in production environments.
• You should know backups, replication and general troubleshooting
• You are proficient on Linux/Unix. Ubuntu / Debian a plus
• Strong SQL and query optimization
• You have Unix scripting: Shell scripting, Python
• You have excellent communication and problem-solving skills
• You have 2+ years experience in Enterprise Support roles

Nice-to-haves (not required):

• Exposure and familiarity with MongoDB although you are expected to learn and own MongoDB support within 6 months.
• Exposure to Ansible desired