Job Description
We are seeking a highly skilled Senior Technical Support Engineer with strong Database expertise to join our support team. The ideal candidate will be responsible for diagnosing, troubleshooting, and resolving customer issues related to database performance, availability, configuration, and integration.
This position will build an understanding of our connected products and connect operations solutions and related database schemas and high ingest data streams.
Technical Support & Troubleshooting
- Provide L2/L3 technical support for Thing Worx platform, specifically customer database-related issues.
- Troubleshoot database performance bottlenecks, connection failures, data inconsistencies, and query optimization problems.
- Assist with database installation, configuration, upgrades, patching, and migrations.
- Analyze logs, error codes, and system metrics to identify root causes.
- Reproduce issues in internal environments and collaborate with engineering teams for deeper investigation.
Monitoring & Performance Optimization
- Assist customers in designing and implementing performance monitoring strategies.
- Provide recommendations on indexing, query tuning, schema design, and storage optimization.
- Support database backup, restore, replication, and high availability setups.
Customer Interaction & Documentation
- Work directly with customers to understand issues and provide timely resolutions.
- Document issue resolutions, create/update knowledge-base articles, provide RCAs.
Tools & Technologies
- RDBMS: Postgre SQL, MS SQL Server, Azure SQL
- Tools: Linux CLI, SQL profiling tools, monitoring tools (Prometheus, Grafana, Datadog, New Relic, etc.)
Required Skills and Experience:
- Bachelor’s degree in computer science, Engineering, IT, or equivalent experience.
- 5-8 years of experience in technical support, database administration, or database engineering.
- Solid understanding of database internals, indexing, replication, transactions, and storage engines.
- Ability to write and/or debug stored procedures, triggers, and various SQL queries in the context of debugging or resolving issues. Also has an understanding of system level commands needed to identify top SQL, deadlocks, blocking locks, and evaluate execution plans in the context of troubleshooting performance in these areas.
- Knowledge of Linux/Unix environments and basic networking concepts: TCP/IP, firewalls, certificates, VPNs.
- Excellent problem-solving skills and ability to handle pressure in customer-facing situations.
- Strong verbal and written communication skills.
Good to have:
- Knowledge of Thing Worx Platform—entities, mashups, services, data models, extensions, Value Streams.
- Experience with industrial connectivity tools: Kepware/Thing Worx Industrial Connectivity, OPC-UA, Modbus TCP/RTU, MQTT, REST APIs
- Basic scripting skills (Java Script, Python, or Java)
This position will build an understanding of our connected products and connect operations solutions and related database schemas and high ingest data streams.
Technical Support & Troubleshooting
- Provide L2/L3 technical support for Thing Worx platform, specifically customer database-related issues.
- Troubleshoot database performance bottlenecks, connection failures, data inconsistencies, and query optimization problems.
- Assist with database installation, configuration, upgrades, patching, and migrations.
- Analyze logs, error codes, and system metrics to identify root causes.
- Reproduce issues in internal environments and collaborate with engineering teams for deeper investigation.
Monitoring & Performance Optimization
- Assist customers in designing and implementing performance monitoring strategies.
- Provide recommendations on indexing, query tuning, schema design, and storage optimization.
- Support database backup, restore, replication, and high availability setups.
Customer Interaction & Documentation
- Work directly with customers to understand issues and provide timely resolutions.
- Document issue resolutions, create/update knowledge-base articles, provide RCAs.
Tools & Technologies
- RDBMS: Postgre SQL, MS SQL Server, Azure SQL
- Tools: Linux CLI, SQL profiling tools, monitoring tools (Prometheus, Grafana, Datadog, New Relic, etc.)
Required Skills and Experience:
- Bachelor’s degree in computer science, Engineering, IT, or equivalent experience.
- 5-8 years of experience in technical support, database administration, or database engineering.
- Solid understanding of database internals, indexing, replication, transactions, and storage engines.
- Ability to write and/or debug stored procedures, triggers, and various SQL queries in the context of debugging or resolving issues. Also has an understanding of system level commands needed to identify top SQL, deadlocks, blocking locks, and evaluate execution plans in the context of troubleshooting performance in these areas.
- Knowledge of Linux/Unix environments and basic networking concepts: TCP/IP, firewalls, certificates, VPNs.
- Excellent problem-solving skills and ability to handle pressure in customer-facing situations.
- Strong verbal and written communication skills.
Good to have:
- Knowledge of Thing Worx Platform—entities, mashups, services, data models, extensions, Value Streams.
- Experience with industrial connectivity tools: Kepware/Thing Worx Industrial Connectivity, OPC-UA, Modbus TCP/RTU, MQTT, REST APIs
- Basic scripting skills (Java Script, Python, or Java)
Apply for this Position
Ready to join ? Click the button below to submit your application.
Submit Application