Technical Support Analyst
Clarabridge is a fast growth VC-backed company developing an innovative text mining technology that allows our customers to collect and measure their customers sentiment, competitive trends, and perform real-time market research by analyzing the vast quantity of unstructured data that exists in companies and on the internet. Candidates for this position can look forward to a dynamic environment working with state of the art, innovative technology, highly motivated consultants and Fortune 1000 customers.
Position will provide functional and technical product support to customers and Clarabridge employees requiring assistance with Clarabridge products. The candidate for this position must be able to handle complex technical issues as well as possess exceptional business acumen and the ability/willingness to think “outside of the box”.
Essential Duties and Responsibilities
o Responsible for providing technical product support to Clarabridge customers, business partners, consultants, engineers and sales.
o Ability to troubleshoot complex issues. Items to be resolved require a broad range of troubleshooting skills related to: software functionality, database management, data analysis, operating system configuration and performance tuning.
o Monitor production infrastructure and processes running on an incremental basis.
o Provide excellent client communications, responsive follow through on all issues and actions, and to act as an advocate for client issues within internal departments.
o The Senior Technical Support Analyst will analyze trends associated with the customer base and report potential areas of risk or reward.
o Collaborate extensively with peers, including Sales, Engineers and Consultants to resolve client issues while actively contributing to a growing Knowledge Base that improves the effectiveness of our team and the information available to our clients.
o Act as the voice of the customer and represent them to Product Management, Engineering, Sales and Executive Management to ensure they fully understand the customer’s needs and that products and services are being developed to meet those needs.
o Assist in Quality Assurance reviews of solutions prior to customer delivery as time permits.
o Assist with the creation and review of training materials and product documentation (both internal and external) as they are identified.
o Willingness to travel on a limited basis to assist and/or resolve issues at customer locations.
o Motivated self starter that can pick-up the ball and run with it.
o Other duties as assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each duty in its entirety. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Education and/or Experience
o Bachelor’s (Masters preferred) in Computer Science or related technical area.
o Working knowledge of Oracle and MSQL to include installation, configuration, troubleshooting, administration, maintenance and tuning.
o Strong communication skills (verbal, written, and interpersonal)
o Demonstrated ability to research and resolve problems using a variety of resources and tools a must.
o Experience/familiarity with Business Intelligence tools such as Microstrategy, Cognos, and/or Business Objects a plus.
o Experience with SQL/4GL (PL/SQL/TSQL) and data warehousing schema design a plus.
- Location: Reston, Virginia
- Compensation: Negotiable based on experience
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.