Senior Customer Support Engineer, Cloud

We’re looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you’re a high performer who’s an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.

We’re looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you’re a high performer who’s an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.

Alteryx is searching for a Senior Customer Support Engineer. This position is remote-friendly.

Location: India

Job Type: Full-time

Job Description:

We are seeking an experienced Senior Customer Support Engineer to join our talented team. The ideal candidate will provide advanced technical support and expertise for our products, ensuring our clients' systems operate efficiently and securely.

The Senior Customer Support Engineer will help Alteryx customers by answering their questions and providing guidance on how to best use Alteryx software. The Senior CSE is responsible for gaining and maintaining product expertise, as well as training and mentoring teammates.

Primary Responsibilities:

• Provide advanced technical support for our cloud services, including troubleshooting, issue resolution, and performance optimization.
• Collaborate with customers and internal teams to identify and resolve complex technical issues, escalating as needed to ensure timely resolution.
• Develop and maintain documentation, including support guides, troubleshooting procedures, and best practices for cloud deployment and management.
• Monitor cloud infrastructure and services, proactively identifying and addressing potential issues to minimize downtime and optimize performance.
• Serve as a mentor and subject matter expert for junior support engineers, providing guidance and assistance as needed.
• Consistently maintaining and enhancing team and customer experience by: participating in process and strategic improvements, conducting technical interviews with potential newhires, facilitating the expedient resolution of cases, creating training and enablement content, leading the team as a KCS contributor, and being an overall example to follow.
• Support customers and colleagues with resolution on escalated cases by offering expertise, partnership, customer de-escalation as well as facilitating internal resources as needed.
• May be required to participate in a 24/7 on-call rotation.

Qualifications:

• · 3+ years of Product Support or related work experience
• · Excellent troubleshooting skills (databases, environments, network communications, applications)
• · 1+ years of experience in customer-facing support and troubleshooting the Alteryx Platform and/or with demonstrated in-depth knowledge and expertise of an Alteryx Product or an Alteryx functional area not limited to Server, Gallery, Database Connectivity, Designer, Promote, Predictive Analytics, Spatial, Connect, Connectors.
• · Alteryx Core Certification.
• · Excellent interpersonal and communication skills.
• · Skilled in both customer and technical escalations
• · Ability to work in a fast-paced environment, under pressure and prioritize multiple tasks
• · Strong time management skills and ability to prioritize multiple projects.
• · Commitment to continued education and growth.
• · KCS Fundamentals Certification

Preferred Qualifications:

• Experience troubleshooting database connections (SQL Server, Oracle, Teradata, PostgreSQL, and/or Hadoop)
• Experience maintaining and/or administrating computer hardware and software, file servers, firewalls and/or Active Directory
• Demonstrated ability to use in-depth troubleshooting to resolve or workaround customer issues using troubleshooting tools i.e. Wireshark, Fiddler
• Familiar with Customer Management Systems such as Salesforce
• Cloud Certifications such as AWS Practitioner, Azure Fundamentals
• Experience with or exposure to Kubernetes and Docker.
• Hands-on experience with DevOps tools such as: Jenkins, GitHub, Datadog, Elasticsearch, Terraform etc

Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with a wide variety of backgrounds, identities, and experiences.

This position involves access to software/technology that is subject to U.S. export controls. Any job offer made will be contingent upon the applicant’s capacity to serve in compliance with U.S. export controls.