Ocient · 18 hours ago
Senior Customer Support Specialist
United States
Full-time
Remote
Senior Level
$135K/yr - $180K/yr
5+ years expOcient is a data analytics software solutions company that enables always-on, compute-intensive analysis of complex, large-scale data. They are seeking a Senior Customer Support Specialist to work directly with customers and engineering teams to troubleshoot and resolve customer issues while maintaining customer environments.
AnalyticsBig DataComputerDatabase
Responsibilities
Support both On-Premise solutions (Physical & Cloud) and Ocient managed customer solutions in a Linux/Unix Environment
Perform the administration and monitoring of Ocient Managed Database Solutions
Contribute to a customer-facing knowledge base
Create and maintain documentation for all major installations and implementations
SQL/Query Performance Troubleshooting and Tuning
Leverage strong technical skills and equally strong customer service skills to assist customers through diagnosis and resolution of complex problems in a distributed system environment
Respond to customer questions regarding technical solutions through phone calls, help tickets, and email
On-call support rotations
Effectively manage multiple issues while providing timely responses and meeting Service Level objectives
Access data center (remotely) in diagnosing customer issues
Assist in the onboarding, training, installation, and buildout of customer deployments
Provide product feedback to the engineering team for continuous improvement of the product
Work directly with customers and represent Ocient with a positive attitude
Represent key customers' issues, needs, and business goals
Develop a strong understanding of the Ocient product
Provide detailed Root Cause Analysis and Corrective Action Plans
Issue reproductions, fix, and workaround validation
Aid in customer and internal support process and tooling evolution
Create tools to be used by support professionals and customers in day-to-day activity
Communicate quality & product trends to internal organizations
Improve customer support-related processes, procedures, and policies
Qualification
Required
BS or MS in computer science, computer engineering, or related technical field
5+ years of experience in customer support or a similar role
5+ years of experience supporting database solutions
Strong customer-facing skills
Technical writing
Strong verbal communication
Ability to communicate and build relationships with customers, teammates, and with other team members
Multitask, organization skills
Urgency, Thoroughness, Tact
Ownership and responsibility to others
Ability to learn quickly
SQL and Database Administration in a Linux/Unix Environment
Strong understanding of system administration and support of operations
Experience with query analyzers and query tuning / slow query optimization against large data sets
Advanced troubleshooting, log analysis
Hardware/ Linux Kernel knowledge
Linux OS proficiency
Network troubleshooting
Python
Experience setting up infrastructure in a data center, including network configuration and monitoring
Preferred
Experience in large-scale / distributed systems
Understanding of installing and configuring databases, JDBC/ODBC drivers, and database monitoring solutions
Experience with stream-processing software (e.g. Kafka)
AWS & GCP Experience
Company
Ocient
Ocient is a hyper-scale data analytics company that allows organizations to unlock value by analyzing petabyte to exabyte scale data sets.
51-200 employees
H1B Sponsorship
Ocient has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (4)
2023 (2)
2022 (6)
2021 (1)
Funding
Current Stage
Growth StageTotal Funding
$156.5MKey Investors
Alumni Ventures,Greycroft,OCA VenturesGreycroft,OCA VenturesOCA Ventures
2025-04-22Series B· $42.1M
2025-04-01Debt Financing
2024-03-11Series B· $49.4M
Leadership Team
Joe Jablonski
Co-Founder; Chief Product Officer
Bill McCarthy
Chief Operating Officer
Recent News
Seattle TechFlash
2025-06-22
2025-06-22
Company data provided by crunchbase