Here at IDERA, we’re more than architects, engineers, sales people, marketers, support technicians, product managers, cat herders, and cable jockeys. We’re a family of people with our sleeves rolled up and elbows deep in creating some useful stuff. We’re always looking to add to our team of rockstars. Browse our open positions. If you don’t see something that perfectly aligns to what you do, send us your resume anyway.
Premium Technical Support
Idera is seeking a Premium Technical Support Engineer to join our team. If you have excellent problem-solving skills and are independent and self-motivated, yet also highly team-oriented, we want you on our team!
Manage Premium Support customer cases and needs, including walkthroughs of product training, product installation, and product customization.
Routinely communicate with customers in a professional and timely manner by phone, email and chat
Maintain accurate case entries including both customer and internal correspondence
Perform self-education and training using department procedural documentation, virtual training, historical case review, product documentation and internal databases
Document and troubleshoot incoming issues reported by customers
Reproduce issues submitted by customers to identify and report bugs to development
Independently develop troubleshooting plans to address complex issues across varied environments
Maintain expertise with product features, supported platforms and common customer implementation scenarios
Compose public technical articles for customer consumption
Work with the development team, product management and documentation team to represent Technical Support and customers in product steering team meetings
Make recommendations to improve product reliability, performance, and quality for our products and also for the Technical Support Team
Troubleshoot complex cases escalated from Level I
Measure and improve quality of Level I
Work independently and/or within a team to achieve a high level of customer satisfaction, accomplishment of assigned tasks as scheduled and accountability for quality and quantity of work performed.
Manage business critical customer issues with confidence and professionalism
Working knowledge of general Microsoft Windows Server 2008+ technologies such as Server class registry architecture, networking (TCP/UDP), Firewalls, Security Models including Local and Domain, WMI, etc.
Strong knowledge of Microsoft SQL Server 2008+, including backup and restore procedures, TSQL, query structure, execution and analysis,performance monitoring, security models, high availability implementations
Knowledge of and hands on experience with remote troubleshooting technologies
Strong written, verbal and presentation skills
Strong problem solving and analytical skills
Strong ability to work independently and within a team
Ability to multi-task across multiple products within different technology platforms
1 year experience with Microsoft Windows Server 2008 and later
2 – 3 years’ experience in Microsoft SQL Server 2008, and later, administration
2 years’ experience in a technical support Level II or greater customer service role
1 year experience with a software development company
Any of the Following Experience/Skills a Plus:
3+ years’ experience as a Microsoft SQL Server Administrator
2+ years’ experience as a Microsoft Server Administrator
2 years’ experience with a software development company
1 year experience as Network Administrator
6 months’ experience in Microsoft SQL Server programming