Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
- Candidates will typically have 4 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
- Typically 4 years of experience coding in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) or in system design.
- Typically 4 years of experience with 2 or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.
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- Typically 4 years of experience in technical consulting on supporting large enterprise customers with high service-level objective and service-level agreements.
- Experience with cloud computing (i.e., certifications, internships, coursework, etc.).
About the job
Our Technical Solutions Engineers manage customer challenges in addition to providing level two support to our other Support teams. In this role, you will be a part of a global team that provides support to help customers seamlessly make the switch to Looker. You will troubleshoot technical challenges for customers with a mix of debugging, networking, system administration, documentation updating, and coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes, and documentation. You'll help drive business growth of Looker by recognizing and advocating for our customers' challenges.
Looker is a unified platform that powers data experiences and delivers actionable business insights to employees at the point of decision. Looker integrates data into the daily workflows of users to allow organizations to extract value from data at web-scale.
Responsibilities
- File issue reports against product, documentation, and procedures by documenting desired behavior and/or steps to reproduce, and drive bugs to resolution.
- Suggest code-level resolutions for complex product bugs by leveraging relevant tools and effective communication to all stakeholders internally and externally.
- Resolve technical incidents and escalations by performing analysis utilizing relevant tools (e.g., SQL, R, Python) and leveraging custom data infrastructure or existing data models as appropriate, and formulating and interpreting data to reach specific conclusions and next steps.
- Identify opportunities and build solutions to improve support or empower customers to solve issues by using self-service tools and documentation.