Customer Support Engineer II

Blue Bear Capital; India; On-site; INR 2,000,000 - 3,500,000; Full time

Job summary

Blue Bear Capital is seeking a Customer Support Engineer II to join the remote team based in India. You will act as a technical liaison between Engineering and customers, handling customer facing projects and supporting the Ocient product across cloud and on-prem environments.

You will participate in on-call rotations, collaborate with internal teams, and contribute to root cause analysis while expanding your product expertise. A strong background in SQL, Linux, and troubleshooting is essential.

Qualifications

• BS or MS in computer science, computer engineering, or related field.
• 5 to 6 yrs. Experience in customer support or similar role.
• SQL and Database Administration in a Linux/Unix Environment.
• Strong understanding of system administration and support of operations.
• Advanced troubleshooting, log analysis.
• Hardware/Linux Kernel knowledge.

Responsibilities

• Work on customer facing projects.
• Understand and support the Ocient product in cloud, on-premises, GCP and AWS environments.
• Enter an on-call rotation for Customer issues.
• Collaborate with internal teams on issue and feature validation.
• Help triage customer tickets: high volume handling and prioritization.
• Document root cause analysis.
• Gain expertise of Ocient solutions.
• Reports to leadership and external teams.
• Assist Level I Customer Support Engineer through diagnosis and resolution of complex problems in a distributed system environment.

Skills

CS/CE degree

5-6 yrs exp

SQL/DB Admin

Linux/Unix admin

Troubleshooting

Kernel knowledge

Education

BS/MS in CS/CE or related

Job description

Job Title:

Customer Support Engineer II

Location:

100% Remote (India Based Only)

Hiring Manager:

Senior Customer Operations Manager

Estimated salary range:

INR 2,000,000.00 to INR 3,500,000.00

• The salary offered for this position will be based on a candidate’s experience and skill demonstrated during interviews and other evaluations

Position Overview:

We are looking for someone excited to work on customer support-related processes, procedures, and policies. You will play an important role as a technical liaison between Engineering and our customers. The ideal candidate for this role will be enthusiastic about asking questions, sharing knowledge, and working with others to achieve our clients’ goals.

Responsibilities:

• Work on customer facing projects.
• Understand and support the Ocient product in the Ocient Cloud, On-Premises, GCP and AWS environments.
• Enter an on-call rotation for Customer issues.
• Collaborate with internal teams on issue and feature validation.
• Help triage customer ticket: High volume ticket handling and prioritization.
• Document root cause analysis
• Gain expertise of Ocient solutions
• Reports to leadership and external teams.
• Assist Level I Customer Support Engineer through diagnosis and resolution of complex problems in a distributed system environment.

Ideal Qualifications:

• BS or MS in computer science, computer engineering, or related field
• 5 to 6 yrs. Experience in customer support or similar role
• SQL and Database Administration in a Linux/Unix Environment
• Strong understanding of system administration and support of operations
• Advanced troubleshooting, log analysis
• Hardware/ Linux Kernel knowledge

An Exceptional Candidate Will Have:

• Experience with query analyzers and query tuning / slow query optimization against large data sets
• Linux OS proficiency
• Network troubleshooting
• Experience in coding/writing scripts
• Experience setting up infrastructure in a data center, including network configuration and monitoring