Technical Support Engineer

Qlik; São Paulo; Presencial; BRL 80.000 - 160.000; Tempo integral

Resumo da oferta

Join a forward-thinking company as a Principle Technical Support Engineer, where you'll leverage your expertise to ensure customer success through effective technical solutions. In this role, you'll collaborate with cross-functional teams to support the integration of advanced data solutions, helping clients navigate complex challenges. You will be instrumental in driving cloud support readiness and fostering a culture of excellence within the team. This innovative firm values collaboration and offers genuine career progression opportunities, making it an exciting place to grow your career while transforming data landscapes into actionable insights.

Serviços

Career progression pathways

Mentoring programs

Flexible work environment

Diverse and international culture

Corporate Responsibility Employee Programs

Qualificações

• Bachelor's degree or 3+ years in Technical Support required.
• Experience with cloud-based products and databases is essential.

Responsabilidades

• Provide technical troubleshooting and recommend configuration solutions.
• Lead analysis and design of large-scale data management solutions.
• Mentor team members and drive readiness for new product support.

Conhecimentos

Technical Support

Cloud Technologies

Database Management

Problem Solving

Communication Skills

Analytical Skills

Leadership

Formação académica

Bachelor's degree in a related field

3+ years of experience in Technical Support

Descrição da oferta de emprego

What makes us Qlik?

A Gartner Magic Quadrant Leader for 14 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.

The Customer 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 Success Organization team is a cornerstone to ensure we understand customer needs and outcomes that result in highly successful and loyal customers.

How you will spend your time as our next Principle Technical Support Engineer role?

The Technical Support/Customer Success – Data Integration will work alongside cross-functional support teams to provide scheduled technical health checks and effective solutions to our customers, ensuring that production outages are resolved in a timely fashion and that their implementation is set for success, scalable, and secure according to best practices.

You will support and advise Qlik’s customers to integrate the Qlik data integration platform within enterprise deployments, integrating third-party products while leveraging on-premises and 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, solving roadblockers and understanding their struggles/pain points/challenges proposing a mitigation 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.
• Full Hands-on work 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, as well 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 with Database, Cloud product 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 level English, Spanish (nice to have).

Location/Mobility

The role is based in São Paulo, Brazil. If you think this position is interesting, you are welcome with your complete application in English. Apply as soon as possible as we are working continuously with the applications for this assignment.

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

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 our Corporate Responsibility Employee Programs.

If you need assistance applying for a role due to a disability, please submit your request via email to [e-mail]. Any information you provide will be treated according to Qlik’s Recruitment 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.