Support Engineer - (NYC or Washington DC)
New York, NY

Job Description

OmniSci (formerly MapD) is the pioneer in GPU-accelerated analytics, enabling businesses and government to rapidly find insights in data beyond the limits of mainstream analytics tools. What started as a radical idea at Harvard and MIT, has grown to be a platform that is changing the way major businesses and governments gain insights from massive datasets.

OmniSci has made breakthrough advancements in big data querying and visualization, by harnessing the transformative power of supercomputer-grade GPUs. Since launching our product in 2016, OmniSci has been recognized as a Gartner Cool Vendor, a Top Ten Coolest Big Data Startups by CRN, and is experiencing explosive growth in users and customers.

The company is backed by leading VCs and strategic investors, including NEA; Nvidia, GV (Google), In-Q-Tel, Tiger Global Management, Verizon Ventures and Vanedge Capital.

OVERVIEW:

OmniSci is seeking a Help Desk Support Engineer to add to its Customer Success Team. As a Help Desk Support Engineer, you will have the biggest impact on how clients experience OmniSci by providing help desk support and ensuring SLAs are met. Successful candidates will have previous experience handling complex data manipulation challenges for clients, including ETL, database optimization and data visualization. You will often be the primary and most frequent contact point they rely upon when solving their big data analytics challenges. Your ability to quickly assess and identify technical issues will be of paramount significance, as will your ability to resolve them or suggest workarounds. In order to do so, you must make it a priority to proactively master all facets of the OmniSci product suite. Throughout the process, employing the appropriate bedside manner and related soft skills are how you will exceed client expectations. As part of the broader Customer Success team, you will also participate in conducting training sessions and professional service engagements. As a result of your technical efforts, you will produce field-developed utilities and technical notes which will benefit many other OmniSci departments including sales, marketing, and product management. OmniSci Support Engineers are instrumental to the customer journey and growth of the company.

Our HQ is located in downtown San Francisco, and this position will be in New York and Washington, reporting to the Director of Customer Success. This is an individual contributor role and will not manage other people.

Responsibilities:

* Obtain a deep understanding of OmniSci's technology and be willing to learn new technologies as needed.
* Articulate OmniSci's value proposition to both technical and non-technical audiences.
* Engage with prospects and clients in a way that leaves them feeling appreciated and valued
* Solve complex technical challenges related to the OmniSci suite of products, and provide architectural guidance related to big data analytics
* Help with SQL and performance implications
* Work closely with the product management and engineering teams to align client requirements with future product enhancements.
* Maintain deep understanding of the big data and analytics ecosystem and how to position OmniSci in relation to other technologies.
* Diagnose and reproduce customers' technical issues quickly and in an expedient manner while trying to get to root cause analysis.

Qualifications:

* 3+ years of demonstrated experience as a Help Desk/Support Engineer doing Tier 1 or Tier 2 support work.
* Strong working knowledge of SQL for query optimization (required).
* Hands-on experience with Linux file system (required).
* Familiarity and experience with common BI and data exploration tools (i.e. Tableau, Qlik, Microstrategy, Spotfire, etc.). This is required.
* Understanding of complete data analytics stack and workflow, from ETL to BI and analytics tools (preferred).
* Excellent communication and presentation skills, both written and verbal.
* Be proactive, work independently and eager to learn new technologies.
* A genuine passion for technology and innovation, with ability to find innovative solutions to solve technical challenges.