Provides technical customer support for Ocient products across cloud and on-premises environments. Responsibilities include handling high-volume tickets, on-call support, issue triage, root-cause analysis, troubleshooting distributed systems, validating issues and features with Engineering, and assisting Level I support engineers. Requires database administration, SQL, Linux/Unix, system administration, log analysis, networking, scripting, and infrastructure experience.
About Ocient:
Ocient is building OcientAIQ™ – a complete ecosystem for delivering trusted agentic AI solutions at petabyte scale, for the organizations that can't afford to get AI wrong. Our customers protect networks, secure nations, and power the global economy. The problems we solve are genuinely hard, and the work matters.
Founded in 2016 by the team that built Cleversafe (acquired by IBM in 2015), Ocient is headquartered in Chicago with a remote-first global team. We are a carbon-neutral company backed by leading investors including Greycroft, OCA Ventures, In-Q-Tel, and Buoyant Ventures.
Job Title: Customer Support Engineer II
Location: 100% Remote (India Based Only)
Hiring Manager: Senior Customer Operations Manager
Estimated salary range: INR 2,000,000.00 to INR 3,500,000.00
- The salary offered for this position will be based on a candidate’s experience and skill demonstrated during interviews and other evaluations
Position Overview:
We are looking for someone excited to work on customer support-related processes, procedures, and policies. You will play an important role as a technical liaison between Engineering and our customers. The ideal candidate for this role will be enthusiastic about asking questions, sharing knowledge, and working with others to achieve our clients’ goals.
Responsibilities:
- Work on customer facing projects.
- Understand and support the Ocient product in the Ocient Cloud, On-Premises, GCP and AWS environments.
- Enter an on-call rotation for Customer issues.
- Collaborate with internal teams on issue and feature validation.
- Help triage customer ticket: High volume ticket handling and prioritization.
- Document root cause analysis
- Gain expertise of Ocient solutions
- Reports to leadership and external teams.
- Assist Level I Customer Support Engineer through diagnosis and resolution of complex problems in a distributed system environment.
Ideal Qualifications:
- BS or MS in computer science, computer engineering, or related field
- 5 to 6 yrs. Experience in customer support or similar role
- SQL and Database Administration in a Linux/Unix Environment
- Strong understanding of system administration and support of operations
- Advanced troubleshooting, log analysis
- Hardware/ Linux Kernel knowledge
An Exceptional Candidate Will Have:
- Experience with query analyzers and query tuning / slow query optimization against large data sets
- Linux OS proficiency
- Network troubleshooting
- Experience in coding/writing scripts
- Experience setting up infrastructure in a data center, including network configuration and monitoring
Interview Requirements: All interviews are conducted via video and require candidates to have their camera on for the duration of the session. The use of video filters, face-altering effects, or virtual backgrounds is not permitted for security and verification purposes.
We are not open to using an agency or staffing company at this time. We do not accept unsolicited agency or staffing resumes and we are not responsible for any fees related to unsolicited resumes.
Ocient is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex (including pregnancy status), sexual orientation, gender identity, national origin or ancestry, ethnicity, citizenship status, age, physical or mental disability, veteran status, marital status, parental status, genetic information, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, please contact [email protected] for more information.
All official Ocient job postings and recruiting communications will come directly from our team via our Careers page, LinkedIn, or from an ocient.com email address. If you receive communication about a role from any other source, please treat it with caution and direct questions to [email protected].
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