Software Support Engineer

CData Virtuality is a strong data integration and management solution and Product Unit of CData Software. We are known for our powerful data virtualization capabilities that enable companies to access, integrate, and manage data from multiple sources in real-time without the need for extensive data replication. CData Virtuality’s platform supports a variety of data sources and formats, making it a powerful tool for organizations looking to streamline their data infrastructure and improve decision-making processes.

The Position
Join our team as a Software Support Engineer and become a pivotal part of a leading data virtualization software provider that is transforming the way businesses access and manage their data globally. With our innovative data virtualization solutions, we empower companies worldwide to make data-driven decisions efficiently. Your role will ensure optimal operation and seamless support for our diverse customer base, enhancing their experience with our software.

Job Responsibilities
As a Software Support Engineer, you will play a crucial role in both the proactive and reactive aspects of our service delivery. Your responsibilities will span across various support levels, monitoring, and operational tasks, including:

SaaS Support: Handle customer inquiries through in-product Intercom, providing both 1st and 2nd level support.
CData Virtuality Platform Support: Offer first-level support to EU and US customers, focusing on ticket-based troubleshooting and problem resolution.
SaaS Monitoring: Utilize monitoring systems and tools to identify and address incidents proactively.
Setup and Operations: Set up, configure, and use cloud management and monitoring tools, as well as manage cloud environments, perform software updates/upgrades on our customers’ Windows and Linux machines (remote via RDP and SSH), and support the operation of our software and servers.
Job Requirements
Strong communication skills and fluency in English.
Self-organized, highly motivated, and responsible.
Empathic with an analytical approach.
Exceptional problem-solving skills and an inquiring mindset.
Professional:
Understanding of database technology and Linux.
Proficiency in SQL and ability to debug source code.
Experience in software support/consulting or a comparable function.
Skilled in troubleshooting and understanding documentation for desired behavior.
Ability to simplify complex topics and work independently under pressure.
Nice-to-have Requirements:
Experience with SLA-bound operations and screen-sharing/phone support.
Familiarity with bug trackers, Cloud Platforms (AWS, Azure), and container platforms.
Employee Benefits
A stable and reliable job with the freedom and flexibility of a freelancer
Working as a contractor worldwide or as an employee in Germany
Flexible working hours and workplace
Paid vacation days and paid sick leaves
Fast and dependable monthly payment – in EUR, USD, or Crypto, as you prefer
Contributing to the success of a growing company
Working with cutting-edge technologies
Knowledgeable and approachable C-Level
Continuity and growth potential
Smart, friendly, and international colleagues
Full integration into our teams and invitations for our team events worldwide