Support Engineer – Software Development – Amsterdam

Posted on by

Job reference number: 102197106

Join this innovative and cutting-edge organisation that designs and builds actions applications on a cloud development platform. They have more than 10,000 customers worldwide and offices in the US, EU and Australia.

Your Role

You will assist customers with in-depth technology issues across their product line. This means a large part of your job will involve troubleshooting and analysis.

  • Receive front-line support calls and gather data.
  • Use Service Desk Reporting Portal to check entitlements and the Service Desk Knowledge Base to perform preliminary issue investigation to answer common customer questions and to offer solutions to known problems documented in the database.
  • Develop skills with Ingres products and related technologies to provide quality customer support.
  • Use standard communication methods such as telephone, email and Service Desk to update customers on issues.
  • Work with Support Engineers, Senior Support Engineers, Principal Support Engineers, or Team Leads to expedite resolutions of customer issues and to escalate issues.
  • Provide input into Knowledge Documents and How-To documents.
  • Use Service Desk to maintain accurate customer history for all issues recorded; documenting each in a complete and concise manner.
  • Investigate technical problems to determine the root cause, problem recreation, research and answer customer questions, and provide other front-end technical support activities.
  • Perform problem recreations and bug verifications.
  • Provide 24X7 and Follow-the-Sun support.
  • Perform QA testing on upcoming releases to learn new features and functions.
  • Perform beta support for beta programs that Customer Support is involved with.

Your Profile

  • 2+ years relevant experience in technical support preferably in Data Warehousing, Business Intelligence or Database Management Systems and/or as a Systems Administrator (Solaris/Unix/Linux).
  • Experience working with relational databases (not specifically as an engineer or administrator).
  • Knowledge of Business Intelligence.
  • Good Knowledge of SQL is a must.
  • Knowledge of Data Warehousing.
  • Prefer candidates with:
    • QA/testing background.
    • Certification in C++, Java, log/dump reading or Systems Administration.
    • Scripting skills in Bash, Perl, Python or MapReduce.
  • Experience with commercial enterprise software development with Java.
  • Available for occasional travel (less than 10% of the time) to support sales and POC initiatives.
  • Must be able to work alternating shifts and provide 24X7 coverage on rotating weekends.
  • Willing to learn technologies outside of current comfort zone.
  • Above average technical ability and focus/passion for technology.
  • Strong customer-service and people skills.
  • Attention to detail with a strong focus on quality and process
  • Able to organize and prioritize work in a multi-tasking environment.
  • Able to meet deadlines, follow through on commitments, and take corrective action where appropriate.
  • Able to work independently and often remotely from peers.
  • Able to work well in teams and to represent the company with customers.
  • Self-motivated.
  • Bachelor’s Degree in Computer Science or related field.
  • Excellent English communication skills – both written and spoken.
  • Multi-lingual in any key European or Asian language.
  • The Employer is willing to organize a visa for candidates who meet ALL the criteria.However, they would prefer to hire people who already live in Europe and are free to work in the Netherlands.


Certifications a plus including any programming certification such as; C++, Java, log/dump reading, Systems Administra