Sr. Technical Support Engineer - Grade I

About Digital.ai

At Digital.ai, we are revolutionizing enterprise software delivery. A 9-time leader in the Gartner Magic Quadrant for Enterprise Agile Planning, we enable large-scale organizations to drive digital transformation through AI-powered DevSecOps. Our platform empowers over 50% of the Fortune 100 and market leaders across industries like financial services, retail, technology, manufacturing, and government. By unlocking the power of predictive insights and secure software delivery, we help our clients accelerate their innovation and stay ahead of the digital curve.

Position Overview:

As an Digital.ai Customer Technical Support Engineer, you'll engage with Enterprise-level customers, providing guidance, support and analysis. You’ll learn to become a Subject Matter Expert in at least two products within the Digital.ai Value Stream Platform. You will proactively help customers avoid potential issues and be responsible for providing clearly articulated solution to achieve the greatest customer satisfaction. Having a strong background from working within the software development cycle will be a major pre-requisite for this role.

If you are a quick thinker and able to deliver a high-quality code, quickly, using the latest frameworks and technologies – you should join us! 

Demonstrated Required Skills and Abilities

General:

• A natural trouble-shooter, autonomous, able to assemble and use different tools, able to manage and prioritize effectively, willing to dig deep to find the answers to tricky problems
• Strong customer service skills including the ability to work with customers in a manner that is professional, compassionate, and effective
• Ability to synthesize and clearly communicate complex technical issues to technical and non-technical audiences at all levels, both internally and externally
• Good understanding of SaaS and Cloud operations
• Good understanding of installing applications and upgrading to latest versions on Linux, Mac and Windows servers
• Good understanding of the security processes, standards & issues involved in multi-tier, multi-tenant web applications for example SSO, LDAP, etc
• Good understanding of the architectural principals of web-based platforms including SaaS, multi-tenancy, multi-tiered infrastructure and application servers
• Good understanding of APIs, HTTP requests, Databases and Network infrastructure.
• Scripting language experience (Python or Perl, etc.)
• Good understanding on working on a UNIX operating system (Linux, Solaris, etc.) and familiarity with UNIX troubleshooting tools
• Enjoy working in a fast-paced, dynamic, multicultural, innovative and international environment
• Ongoing learning attitude, has effective time management skills, shows attention to detail and can communication in English (oral and written)
• 3+ years working in one or more of these roles: software development, technical support or sales engineering and can clearly demonstrate strong technical aptitudes in one or more platform areas

AI Powered Analytics

• Good understanding of business intelligence, SQL, ETL, data warehousing (using star schema) and other data management concepts and technologies
• Hands on experience with BI tooling like Tableau, PowerBI is preferred. MicroStrategy experience is a big plus
• Exposure to data science lifecycle concepts and stages such as model training, scoring.
• High level understanding of Agile planning, DevOps and/or ITSM processes
• Experience supporting SaaS applications including supporting topics such as SSO, configuring & debugging connectivity issues, usage tracking, configuring & debugging role-based access rules
• Knowledge of SQL and experience debugging data transformation processes is desirable

Enterprise Agile Planning

• Good understanding of Windows Internet Information Services (IIS), installation, configuration, and maintenance
• Knowledge of Microsoft SQL Server, SQL Server Management Studio, basic SQL query skills, create/restore databases using SQL Server tools
• Good understanding of Agile software development; Experience in an Agile development atmosphere and Scrum master certification is a bonus.
• Understanding basic project management and designing a project hierarchy
• Understanding Agile concepts such as Sprints, Sprint Scheduling, Stories, Defects, Backlog, Epics, Tasks, Regression Testing, Acceptance Testing and how it ties together to form a complete Agile project
• General understanding of Agile concepts of time tracking, Estimates, and budgets
• Basic understanding of business intelligence report building, debugging, and management
• General understanding of all available browsers, built-in browser dev tools, HAR file creation and interpretation

Digital.ai is firmly committed to merit-based hiring. We maintain compliance with US and International laws. We welcome everyone from all backgrounds, including age, race, color, gender, identity, gender expression, sex, pregnancy, national origin, ancestry, religion, physical or mental ability, medical condition, sexual orientation, marital status, citizenship status, protected military or veteran status, and believe that diversity is the foundation of innovation.

For individuals with disabilities who would like to request an accommodation, please advise us within your job application or cover letter.

FRAUD PREVENTION ALERT: please note that Digital.ai does not use third party recruiters. In our efforts to protect you against possible impersonation please check the email address or are contacted by an unfamiliar/third party requesting please reach out directly to Digital.ai.