SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: INR 2,000,000 - 3,500,000 / annual
Ocient is seeking a Customer Support Engineer II to serve as a technical liaison between Engineering and customers. This is a 100% remote role based in India, reporting to the Senior Customer Operations Manager.
You will own customer-facing technical support processes, working across Ocient's cloud, on-premises, GCP, and AWS environments. Key responsibilities include:
• Manage high-volume customer support tickets with focus on triage, prioritization, and resolution
• Provide on-call support for critical customer issues
• Collaborate with internal engineering teams on issue diagnosis, feature validation, and root cause analysis
• Mentor and assist Level I Customer Support Engineers in resolving complex distributed system problems
• Document technical findings and root cause analyses
• Troubleshoot and resolve issues in Linux/Unix environments with strong system administration knowledge
• Analyze logs and perform advanced troubleshooting
• Report on support metrics and escalations to leadership and external stakeholders
The ideal candidate brings deep technical expertise in customer support, database administration, and systems troubleshooting. You will be expected to develop mastery of Ocient's analytics platform and its deployment architectures.
Requirements:
• BS or MS in Computer Science, Computer Engineering, or related field
• 5–6 years of experience in customer support or similar technical support role
• Proficiency in SQL and Database Administration in Linux/Unix environments
• Strong system administration and operations support background
• Advanced troubleshooting and log analysis skills
• Hardware and Linux Kernel knowledge
Preferred Qualifications:
• Experience with query analyzers, query tuning, and slow query optimization on large datasets
• Linux OS proficiency and network troubleshooting
• Coding or scripting experience
• Experience setting up infrastructure in data centers, including network configuration and monitoring
