Senior Customer Support Specialist

About Ocient

Ocient is building OcientAIQ™ – a complete ecosystem for delivering trusted agentic AI solutions at petabyte scale, for the organizations that can't afford to get AI wrong. Our customers protect networks, secure nations, and power the global economy. The problems we solve are genuinely hard, and the work matters.

Founded in 2016 by the team that built Cleversafe (acquired by IBM in 2015), Ocient is headquartered in Chicago with a remote-first global team. We are a carbon-neutral company backed by leading investors including Greycroft, OCA Ventures, In-Q-Tel, and Buoyant Ventures.

Do not contact Ocient directly to apply for a role. For security purposes, any applications received via email will be deleted.

Job Title: Senior Customer Support Specialist

Location: 100% Remote (India Based Only)

Hiring Manager: Senior Customer Operations Manager

Estimated salary range: 2,500,000.00 to INR 4,000,000.00

• The salary offered for this position will be based on a candidate’s experience and skill demonstrated during interviews and other evaluations

Position Overview

We are looking for someone excited to take ownership of customer support-related processes, procedures, and policies. You will play an important role as a technical liaison between Engineering and our customers. The ideal candidate for this role will be enthusiastic about asking questions, sharing knowledge, and working with others to achieve our clients’ goals.

Responsibilities

• Support Ocient managed customer solutions in a Linux/Unix Environment.
• Assist in 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
• Take a leadership role, alongside peers, in improving customer support processes, procedures, and policies
• 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
• Technical Account Management - 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
• Create tools to be used by support professionals and customers in day-to-day activity.
• Communicate quality & product trends to internal organizations

Ideal Qualifications

• BS or MS in computer science, computer engineering, or related technical field
• 10+ years of experience in customer support or a similar role
• 5+ years of experience supporting database solutions
• Linux/Unix OS proficiency
• Advanced troubleshooting, log analysis
• SQL, Database Administration
• Hardware/Kernel knowledge 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.
• Network troubleshooting
• Python
• Experience setting up infrastructure in a data center, including network configuration and monitoring
• Strong customer-facing skills
• Technical writing
• Strong verbal communication
• Ability to communicate and build relationships with customers, teammates, and with other team members.

An Exceptional Candidate Will Have

• 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

Interview Requirements: All interviews are conducted via video and require candidates to have their camera on for the duration of the session. The use of video filters, face-altering effects, or virtual backgrounds is not permitted for security and verification purposes.

We are not open to using an agency or staffing company at this time. We do not accept unsolicited agency or staffing resumes and we are not responsible for any fees related to unsolicited resumes.

Ocient is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex (including pregnancy status), sexual orientation, gender identity, national origin or ancestry, ethnicity, citizenship status, age, physical or mental disability, veteran status, marital status, parental status, genetic information, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, please contact recruiting@ocient.com for more information.

All official Ocient job postings and recruiting communications will come directly from our team via our Careers page, LinkedIn, or from an ocient.com email address. If you receive communication about a role from any other source, please treat it with caution and direct questions to recruiting@ocient.com .