Dell Database Support Engineer in Raleigh, North Carolina
Apply NowDatabase Support Engineerat Pivotal Software(View all jobs)
Raleigh, North Carolina
As a recognized leader in disciplined agile and lean software development practices, Pivotal combines the Silicon Valley state of mind, modern approach, and infrastructure with organizations’ core expertise and values. Our cloud-native platform and suite of data tools drive software innovation for many of the world’s most admired brands, helping enterprises move at start-up speeds and with greater business agility. We optimize for change and teach next-generation developers to create and build new solutions, and are committed to open source and open standards.
Our methodology is about evolving, in both development and innovation, and our culture is empowering. Our 2,000+ employees across offices worldwide subscribe to an ethos of kindness. We make a point to bring empathy to each and every project, and are guided by a purposeful mission—to transform how the world builds software.
You understand enterprise customer expectations of the technical support experience and judge your success by the success of your team and the happiness of your customers. Maybe you’re interested in working directly with enterprise clients to replicate, troubleshoot, and resolve their technical issues, or perhaps you enjoy working under pressure, helping people in high impact situations. Either way, you thoughtfully assist each customer by listening, connecting the dots, documenting the situation and solution, and escalating when appropriate.
You bring analytical, troubleshooting, and problem-solving skills and you are interested in continuously improving yourself, our support systems and products by taking training, reporting defects, and collaborating with engineering and operations to triage customer issues.
You are also a US citizen or you hold Permanent Residency.
In Pivotal Support, we are passionate about providing our software customers with the highest level of service. We work in small teams around the globe, supporting customers 24x7. We believe in doing the right thing and working at a sustainable pace; typically 8 hours each day with occasional weekend support rotations.
We are also passionate about our people, building on individual strengths, and encouraging continuous learning and certifications. And, when you’re off work, we want you to relax, recharge, and refocus.
To make sure your days are energized, Pivotal provides an open-plan office space, bringing together talented, like-minded support engineers who enjoy taking advantage of weekly Tech Talks, games, space to hang out, and enjoy a variety of snacks and beverages all day, every day (in Pivotal Corporate offices, a catered breakfast is served every weekday morning).
As a senior support engineer, you apply advanced and in-depth knowledge to analyze, diagnose, replicate, troubleshoot and resolve standard to highly complex technical customer reported issues around Pivotal's distributed databases.
You assist and mentor junior team members in resolving complex issues, contribute articles regularly to Pivotal’s internal and external knowledge base, and you collaborate with escalation engineering when issues require more in-depth knowledge.
Pivotal believes collaborative, open-plan office space brings together talented, like-minded support engineers who enjoy taking advantage of our weekly Tech Talks, playing games, and hanging out.
Required Skills / Experiences
Our team members are all familiar, skilled, and/or experienced insomeof the following(we do not expect you to check everything on these lists)
Advanced and in-depth knowledge and ability to analyze, diagnose, replicate, troubleshoot and resolve standard to highly complex technical customer reported issues around Pivotal's distributed databases
Fundamentals in OS (Linux, CPU, memory, swap, understanding ps, top, vmstat, iostat, file system, etc.), database and data concepts (SQL, tuning, queries, plans, joins), and database troubleshooting (client/server, query execution sequence, execution plan, log files)
Production DBA experience including patching and upgrades
Strong knowledge of data normalization and data relationships.
Desired Skills / Experiences
Troubleshooting skills (Postgres/Teradata/Netezza/Hadoop technologies preferred)
Ability to develop and enhance scripts to automate root cause analysis
Knowledge of Python/C/C++/Java/Bash to be able to read and understand product source code
Experience with service ticket systems such as Zendesk, Jira, Desk.com, Salesforce Service Cloud, Freshdesk