Technical Support Engineer III
| Company | CData Software |
|---|---|
| Location | Carrboro, NC, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent professional experience.
- 5+ years in a technical support engineering role, preferably in a product-focused environment.
- 3-5 years of hands-on experience with at least one major relational database system (Oracle, SQL Server, PostgreSQL, MySQL, etc.)
- Familiarity with intermediate and advanced industry-standard troubleshooting tools like Fiddler, WireShark, and memory/CPU profiling tools
- Experience setting up and managing database environments is a plus.
- Familiarity with database concepts like Change Data Capture (CDC).
- Experience working in an on-call support rotation.
- Ability to read and write code to solve basic problems in Java and/or C# is a plus.
- Strong communication skills- can explain complex technical concepts to both novice and expert users.
- Ability to work independently and collaboratively with other team members.
Responsibilities
- Provide high-quality technical support engineering for our Sync product via email, chat, phone, and remote sessions.
- Setup and configure test environments (including Windows, Linux, and Mac) to mirror customer use cases.
- Work directly with global enterprise customers, often troubleshooting issues live.
- Escalate complex or unresolved issues to Engineering or Technical Support leadership.
- Log and manage support tickets, test bug fixes, and follow up with customers to ensure resolution.
- Write clear, concise, and technically accurate responses tailored to the customer’s level of technical expertise.
- Troubleshoot data integration issues for the data sources covered by the Sync product.
- Assist in creating and maintaining documentation such as knowledge base articles, troubleshooting guides, FAQ’s, and other support collateral.
- Participate in a bi-monthly on-call rotation.
- Act as a technical mentor- anticipating potential issues and proactively offering guidance and solutions.
Preferred Qualifications
- Experience setting up and managing database environments is a plus.
- Ability to read and write code to solve basic problems in Java and/or C# is a plus.