Technical Support Engineer

Qlik; São Paulo; Presencial; BRL 90.000 - 130.000; Tempo integral

Resumo da oferta

Join a leading company as a Principal Technical Support Engineer in São Paulo. You will be key in ensuring successful customer integrations with Qlik’s data platforms, specializing in technical support and advising customers. Your role will involve troubleshooting, leading architectural analyses, and fostering customer relationships while collaboratively mentoring team members.

Serviços

Genuine career progression pathways

Flexible, diverse, and international work environment

Culture of innovation and collaboration

Qualificações

• 3+ years of experience in a Technical Support role.
• 3+ years’ experience with Database and Cloud products.
• Demonstrated ability to present to customers.

Responsabilidades

• Work directly with customers for in-depth technical troubleshooting.
• Lead technical issues and provide solutions to customers.
• Drive transitional support to Cloud Support organization.

Conhecimentos

Problem solving

Communication

Analytical skills

Technical troubleshooting

Formação académica

Bachelor’s degree or equivalent experience

Descrição da oferta de emprego

What makes us Qlik?

AGartner Magic Quadrant Leader for 15 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster.

We excel in integration and governance solutions that work with diverse data sources, and our real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities.

TheCustomer Success Organization (CSO)
Delivering Customer Success is an important focus for Qlik and we are committed to delighting our customers at every interaction. Understanding our Customer’s needs, creating the right engagement for the right customer at the right time is key. The Customer SuccessOrganizationteam is a cornerstone to ensure we understand customer needs andoutcomesthat result in highly successful and loyal customers.

How will you spend your time as our nextPrincipleTechnicalSupportEngineerrole?

TheTechnical Support/Customer Success– Data Integrationwill work alongsidecross-functionalsupport teamsto providescheduledtechnical health checks andeffectivesolutionsto ourcustomers, ensuring thatproduction outagesareresolved in atimelyfashionand that their implementationissetforsuccess, scalable,andsecureaccording to best practices.

You will support and advise Qlik’s customers to integrate the Qlikdata integration platformwithin enterprise deployments, integrating third-party products while leveragingon-premisesand cloud platforms to assure high performance and availability.You will own the customer relationship from the technical perspective to ensure that we have both a successful implementation and ongoing customer adoption.

• Takes the lead on technical issues and works with the customer to set them up for success, ensuring that the product is used as intended.
• Identifies where the customer stands in their journey towards success, solvingroadblockersandunderstandingtheirstruggles/painpoints/challengesproposingamitigation plan.
• Lead the analysis, architecture, design, and development of large-scale data management and business intelligence solutions
• Document and present complex architectures to customer technical teams
• Work closely with all Qlik internal teams to ensure successful customer deployments
• FullHands-onwork analyzing customer reported issues

Duties and Responsibilities

• Works directly with customers to provide in-depth technical troubleshooting and recommend appropriate configuration solutions
• Involved with all major customer critical issues and demonstrate their technical leadership during the investigation phase – directly and/or indirectly with all technical stakeholder, aswell as during the post-mortem phase – by communicating root cause analysis back to our customers, and work with PM or R&D to implement lesson-learned measures
• Instrumental in driving successfully the transition to Cloud Support organization by ensuring that the Support Team is properly prepared to support new products prior to their release.
• drive a full readiness program for the entire Support organization, as well as mentor all team members in becoming the “go-to” experts for Cloud related issues.
• Represent the needs of the Customer Support Team and provide Design for Supportability input to the product team to ensure the best customer experience through self-service tooling and diagnostic capabilities.
• Ensure that the Customer Support Team is properly prepared to support new products prior to their release.
• Leverage your technical knowledge to act as a second tier of support in addressing complex customer issues
• Advocate for customer pain points both in regular meetings with the product teams as well as shared reports; This includes assisting in the prioritization and tracking of these issues.
• Work within the Support Engineer Team to foster best known methods and best practices to help elevate the team and standardize excellence; You are relentless in the pursuit of improvements while at the same time valuing progress over perfection.
• Act as a coach/mentor empowering team members to improve their product knowledge
• Provide daily technical oversight for the team: including onboarding & mentoring, technical guidance, technical training, weekend on call escalations
• Test product & feature releases and train the team on new releases.
• PM and R&D liaison providing customer, engineer feedback on product issues and outstanding Jira/Feature Requests.
• Provide a feedback loop to engineers and customers on resolved and in progress critical incidents (i.e., vulnerabilities)
  • Lead Support projects as delegated by Manager

Qualifications

• Bachelor’s degree in a related field or 3+ years’ experience in a Technical Support role
• Demonstrated ability to present to customers and leadership
• 3+ years’ experience withDatabase, Cloudproduct Certifications or similar products
• 2+ years of experience in technical support/services troubleshooting for cloud-based products
• Highly collaborative style. Willingness and demonstrated ability to work cross-functionally, across an organization with multiple locations.
• Cares about executing with excellence and takes ownership of outcome of work.
• Proven leadership skills
• Excellent communicator, both oral and written
• Strong problem solving and communication skills
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multi-task efficiently under time pressure
• Able to work with new technology and assimilate information rapidly
• Business levelEnglish, Spanish (nice to have)

Location/Mobility

The role isbased in São Paulo, Brazil.

Resume must be submitted in English language. All interviews are conducted in English.

Apply now and help change how the world transforms complex data landscapes into actionable insights and turns complex data challenges into new opportunities!

More about Qlik and who we are:

Find out more about life at Qlik on social:Instagram,LinkedIn,YouTube, andX/Twitter, and to see all other opportunities to join us and our values, check out ourCareers Page.

What else do we offer?

• Genuine career progression pathways and mentoring programs
• Culture of innovation, technology, collaboration, and openness
• Flexible, diverse, and international work environment

Giving back is a huge part of our culture. Alongside an extra “change the world” day plus another for personal development, we also highly encourage participation in ourCorporate Responsibility Employee Programs

If you need assistance applying for a role due to a disability, please submit your request via email toaccessibilityta@ qlik.com.Any information you provide will be treated according to Qlik’sRecruitment Privacy Notice. Qlik may only respond to emails related to accommodation requests.

Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means.