Application Support Engineer (Remote)

Apply for this position Please mention DailyRemote when applying
timePosted 2 days ago location United States salarySalary undisclosed
Before you apply - make sure the job is legit.

Attempting to apply for jobs might take you off this site to a different website not owned by us. Any consequence as a result for attempting to apply for jobs is strictly at your own risk and we assume no liability.

Job Description

Support Engineer(SQL)

The Role:

Strategic Goal

The primary function of this role is to manage all service requests to provide total satisfaction to clients, partners and stakeholders through all communication channels: phone, email and web portal. To provide high quality, in-depth technical analysis and supporting information to internal and external stakeholders in the shortest possible time frame, as well as contributing to best-in-class Incident Management resolution.

Key Objectives & Responsibilities

• Analyzing and responding to B2B service requests from our client / partner base.

• Raising and monitoring the progress of tickets, escalating internally as required.

• Contribute to ticket prioritization discussions, representing the clients' interests internally.

• Produce consistent daily management KPI statistics as directed by team management.

• Providing an inbound response service for clients and partner via the telephone, e-mail and the web.

• Providing proactive key account management to promote the eSuite service and ensure a high standard of satisfaction for clients / partners, including outbound calling and service review meetings.

• Ensuring client SLAs are met daily in terms of inbound call handling and service request fulfilment.

• Liaising with various internal departments to ensure all data related information is accurate.

• Provide support to obtain more in-depth information in relation to service requests from clients / partners.

• Provide quality technical information on all client / partner related service requests which are escalated to 3rd line, allowing developers to investigate quickly with an accurate view of the scope and effect of the issue.

• Assistance in the creation and management of stored SQL tools for the use by first line analysts.

• Act as a process owner for all system monitors running as scheduled SQL tasks and ensure integration with the wider suite of monitors deployed in eSuite.Job Description Page 4 | Private & Confidential

• Provide technical expertise when gathering information from clients as to the nature of any data fixes as well as carrying these out with a robust audit trail and in line with company Change Control policy.

• Extract data in support of client / partner queries, to provide an understanding of the background for a given presentation.

• Provide specific data extracts as requested by clients / partners.

• Support internal business stakeholders on technical client support activities, including and not limited to on-site client facing meetings and supporting colleagues during off-site meetings.

• Collaborate effectively with business functions across the company in pursuit of high quality and prompt client / partner support.

• The ability to understand and write complex T-SQL queries.

• Carry out Problem Management duties in respect to any major and minor incidents as one of the incident management team members.

• The ability to work well under pressure and continuously prioritize the few key critical tasks impacting clients / partners.

• Familiarity with REST API calls as part of investigations would be advantageous.

• Provide pro-active assessment of existing system functions and working processes to identify areas of improvement as part of Continual Service Improvement.

• Provide support to first line analysts through creation of and support with stored Presto SQL queries in AWS Athena, for their use in initial triage of service requests.

• Provide training and guidance to other team members on investigation best practice in support of their own work and to allow them to self-serve where possible.

• Participate and deliver on all the departmental assigned KPI and contribute to Daily Management in support of complying with client contractual SLAs.

Skills & Experience Required

• Ability to work well under pressure and continuously challenging oneself to focus on the key critical areas whilst load balancing the overall output, in conjunction with direction from line


• Must possess excellent client service skills, remain calm, patient, empathetic and polite in all situations.

• Excellent verbal communications skills: will be confident and articulate, able to absorb information and disseminate it clearly to others.

• Able to build positive relationships with colleagues.

• Open to giving and receiving constructive feedback.

• Have an analytical, problem-solving approach with an eye for detail.

• Have strong commercial awareness.

• Can build and maintain strong relationships with key account clients / partners.

• Must possess good IT skills (ITIL Foundation would be advantageous).

• Familiarity with Presto SQL and C# is advantageous.

• Familiarity with REST API calls as part of investigations would be advantageous.

• Use of ticketing systems such as Jira and Freshdesk / Zendesk.

• Understanding the importance of data protection (including GDPR) is advantageous.

• A firm belief and understanding in the value of procedure and version control.

• Use of T-SQL and SQL Server Management Studio.

• Familiarity with Presto-SQL an advantage, for use in AWS Athena systems.

• Familiarity with Linux an advantage.

• Familiarity with SQL analysis, debugging and trouble shooting.

• Demonstrable familiarity with managing clients both in conjunction with normal investigations and in support of resolving incidents.

• Experience with regular service review meetings and discussing active tickets in support of triage.