Senior Customer Support Engineer

Key Responsibilities: - Take end-to-end ownership of customer cases, including initial troubleshooting, root cause identification, escalation management, and resolution. - Provide troubleshooting support to customers and partners via multiple channels (web, email, phone, virtual meetings). - Collaborate with customers and internal stakeholders to ensure timely incident resolution. - Develop, test, and document workarounds for reported product issues. - Communicate with engineering teams to report and investigate customer issues. - Contribute solutions and documentation to the knowledge base. - Collaborate with team members on technical and non-technical projects. - Provide guidance and training to junior team members as needed. - Work during fixed evening/night IST hours (5 PM to 2 AM shift) and occasionally in 24x7 support rotation. Skills We're Looking For: - 8+ years of experience in database administration, enterprise support, or application development. - Strong working knowledge of databases such as Oracle, SQL Server, MySQL, Postgres; replication knowledge is a plus. - Advanced database expertise including security, performance tuning, backup & recovery, and query optimization. - Advanced networking knowledge including latency issues and connection troubleshooting. - Strong Unix/Linux OS experience. - Solid understanding of data warehousing fundamentals and concepts. - Excellent analytical, problem-solving, interpersonal, and communication skills. - Proactive, independent, self-motivated, and quick learner. - Positive attitude and ability to anticipate and prevent potential customer issues. Skills: Postgres, Networking, Oracle, Mysql, Sql Server, Unix/linux Experience: 8.00-13.00 Years