Company Description|Job Description
Denodo Technologies is a leader on Enterprise Data Virtualization software.
At Denodo, we embrace diversity. We enjoy the challenge of being outside our comfort zone. We thrive in dynamic environments. And at the risk of sounding clich, we work hard, & we play hard.
Whatever it is, our employees of all ages & nationalities share a vibrant & optimistic view that life, & also data integration, can be made much better.
Denodo's growth as a business depends on being innovative & creative, on delivering the best solutions with the highest levels of customer satisfaction & on having a unique piece of technology to solve real customer problems. And a company can only be as forward-thinking as its people, which explains why we have become the leading developer of Data Virtualization, Data Services & Cloud Data Integration technologies & solutions for the enterprise.
We understand Our Customer's Pain Points. And we are dedicated to help our customers get timely access to data in a world of fragmented repositories, diverse technologies & rapid data growth. We have witnessed their success as they embrace & experience data management through data virtualization. We believe in eliminating data congestion. We believe in the liberation of data. And now we are the catalyst for fostering the enterprise use of data, & for tapping into new data sources like NoSQL, Hadoop, Web, Cloud & the Internet of Things (IoT). Today Denodo has become a global data force. We have become the key enabler of best data integration practices around the world. We carry our message & our solutions everywhere, from South Africa to Norway, & Brazil to Japan. We love to team with our customers. We share their experiences & we solve their problems. And we do that with a service culture that has been the cornerstone of our business.
Denodo is always looking for technical, passionate people to join our Services Engineering team. We want a professional who will enhance our clients' journey around data virtualization by delivering expert troubleshooting, in-depth technical knowledge, comprehensive training, & world-class support.
As a Technical Support Agent inside the Denodo product support team your core mission is to provide high quality technical assistance to our clients & partners so that they meet their business needs through accelerated adoption & productive use of Denodo's data virtualization capability.
At the same time, you will understand & learn about the complexity of data integration implemented solutions by customers becoming a Denodo Platform & data virtualization expert.
Our customers' solutions that will need your support include integrating data in a virtual manner for operational and/or informational purposes - Integration of multiple data sources for a Customer Service Multichannel IT Infrastructure; implementation of Logical Data Warehouses & Virtual Datamarts to enable modern Business Intelligence solutions, Integration Layers for Hadoop-based Data Lakes, & support for Agile Operational Reporting on a diverse Big Data infrastructure are just a few flavors of your future projects.
Be part of an elite team in a rapidly growing international software product company. Your career with us will combine cutting edge technology, exposure to worldwide clients across all industries (Financial Services, Automotive, Insurance, Pharma, etc.), exciting growth path for technical, product & customer-facing roles, direct mentorship, & access to senior management as part of a global team.
Your Duties & Responsibilities
In this position, you will successfully employ a combination of high technical expertise, troubleshooting skills & client communication between clients, partners & internal Denodo teams to achieve your mission.
Diagnose & resolve client inquiries related to operating Denodo software products in their environment.
Manage client support cases on a daily basis.
Respond to client-reported issues in a timely manner and/or per service level agreements.
Communicate progress of resolution & status in a timely fashion and/or per service level agreements.
Participate in problem escalation & call prevention projects to help clients & other technical specialists increase their efficiency when using Denodo products.
Engage clients in the product configuration, & use of the Denodo Platform.
Identify situations where professional services may be warranted
Manage client expectations, establish credibility at all levels within the client & build problem-solving partnerships with the client, partners & colleagues.
Follow established support processes & procedures.
Product & technical knowledge:
Obtain & maintain strong knowledge of the Denodo Platform, be able to deliver a technical pitch, including overview of our key & advanced features & benefits, services offerings, differentiation, & competitive positioning
Constantly learn new things & maintain an overview of modern technologies.
Provide timely, prioritized & complete customer-based feedback to Product Management, Sales, Support and/or Development regarding client's business cases, requirements & issues.
Know when & where to escalate within the Denodo technical organization, & make effective use of those resources.
Coordinate team members & partners to ensure the right resources are working on the right tasks at the right time, with clear expectations of milestones & goals.
Promote knowledge & best practices while managing deliverables & client expectations.
Build interpersonal relationships with other Denodo teams.
Our ideal candidate has from 0to 8years of experience in the IT sector.
We are growing fast & we believe that people needs to be together to collaborate & accelerate that growth, so this position does not allow telecommuting. The candidate has to be willing to work from the Denodo Headquarters.
Native Japanese & good level of English.
- Solid understanding of SQL & good grasp of relational & analytical database management theory & practice. Please note, our interview process will test your proficiency.
Experience in Windows & Linux (and UNIX) operating systems in server environments.
Professional curiosity & the ability to enable yourself in new technologies & tasks.
Creativity finding root cause to issues & providing solutions.
Good written/verbal communication skills for interaction with clients, making presentations, attending meetings & writing technical documentation.
Being available for working outside of normal business hours, holidays, & some weekends when needed for on-call periods.
Familiarity with enterprise architecture & application development & infrastructure.
Understanding of data integration flavors.
Technical skills include Java development, JDBC, XML, Web Service related APIs (e.g. JSON), experience with version control systems (e.g. SVN, Git), authentication systems (e.g. LDAP, Kerberos, SAML).
Experience in Big Data, NoSQL, & InMemory environments is welcome.
Knowledge about cloud services on AWS / Azure / Google Cloud Platform
Experience in customer-facing positions as a professional services consultant or engineer.
- Foreign language skills are a plus.
- We are committed to equal employment opportunity.
- We respect, value & welcome diversity in our workforce.
- We do not accept resumes from headhunters or suppliers that have not signed a formal fee agreement. Therefore, any resume received from an unapproved supplier will be considered unsolicited, & we will not be obligated to pay a referral fee.