Lead Database Support Consultant

We are seeking a proactive and team-oriented L3 Engineer to join our team. The ideal candidate will have strong communication skills, professional maturity, and the ability to document and share knowledge effectively. This role involves working closely with clients to understand their business requirements and translating them into functional solutions. The ideal candidate is someone who works well in a team and actively seeks solutions. They should be able to explore various options before seeking assistance. The candidate will also help in sharing knowledge within the organisation. The candidate should have a thorough understanding of the product and possess skills that go beyond those of a technical writer. They must be able to identify user successes and areas for improvement. Experience as a field engineer or a customer technical consultant with a strong technical background is preferred. The candidate should be capable of analysing problems and developing effective solutions, including working with metadata. Occasionally, this role may require direct engagement with users to investigate specific issues more thoroughly.

• Technical Support and Customer Redirection:
• Provide advanced technical support to customers, addressing complex issues and redirecting them to appropriate resources when necessary. This includes troubleshooting technical problems, offering solutions, and ensuring customer satisfaction.

• Technical Consultancy and Project-Based Work:
• Act as a technical consultant on various projects, leveraging your expertise to guide project teams and ensure successful project outcomes. This involves understanding project requirements, providing technical insights, and collaborating with cross-functional teams to deliver high-quality solutions.

• Bug Handling and Feature Requests:
• Manage and resolve bug reports, as well as handle feature requests from customers. This requires a deep understanding of the product's limitations and capabilities, as well as the ability to communicate effectively with customers and development teams to prioritize and implement necessary changes.

• Documentation and Knowledge Sharing:
• Advise on and contribute to the creation and maintenance of technical documentation. Share knowledge within the organization by documenting best practices, troubleshooting guides, and other relevant information to support team members and improve overall efficiency.

• Helpdesk Support and Field Consultancy:
• Utilize your background in helpdesk support and field consultancy to provide comprehensive support to customers and be successful in this role. This includes remote assistance, and proactive engagement with customers to identify and address potential issues before they escalate.

• Problem Analysis and Solution Development:
• Analyse complex technical problems and develop effective solutions. This involves working with metadata, understanding user environments, and collaborating with other engineers to implement and test solutions that meet customer needs.

• User Engagement and Issue Investigation:
• Occasionally engage directly with users to investigate specific issues more thoroughly. This hands-on approach helps to gain a deeper understanding of user challenges and ensures that solutions are tailored to their specific requirements.

• Required Experience/Skills
• Education/Background:
• Field Engineer, someone that understands support and user issues in all kinds of environments.

• Essential:
• Data warehousing, data automation
• Snowflake
• SQL
• Databricks

• Good to have:
• Possess the expertise of a data automation architect and have prior experience in a consultancy role.

• Soft Skills:
• Excellent written and verbal communication skills.
• Strong sense of initiative, able to handle multiple deliverables simultaneously and shift focus as needed.
• Ability to work autonomously, accountable and as a part of a team.