Your responsibilities include:

• Take primary responsibility for issues around our SQL environments
• Respond to customer support calls, questions, and emails providing advanced technical support. Typically, you will respond to issues/questions escalated from the Tier-1 support team.
• Create, document, and track support cases and drive them to closure in a timely manner. Follow defined case management procedures.
• Diagnose and resolve issues; determine root cause.
• Diagnose and resolve data issues in SQL database environment using MSSQL tools.
• Create alternative methods or workarounds to correct user errors when conventional solutions do not work.
• Work with customers to verify and identify the nature of software issues.
• Escalate issues when needed; keep customers informed of status and progress.
• Provide advanced support for product updates.
• Prioritize customer issues to help the development and management teams focus on the right things at the right time for customers.
• Work with third-party vendors when issues involved multiple systems.
• Document procedures, standards, best practices, configuration settings and other items as needed or requested.
• Recommend changes or updates to product and training documentation.
• Assist in product testing for bug fixes, enhancements, or general product releases.
• Asist in developing content for support web site.
• Assist the product development team in incorporating ideas into new designs and provide insight into known customer issues.
• Provide task-specific end user training as needed.

Requirements:

• Proficient with the use of various SQL database tools (ex. SQL Server Management Studio, SQL Server Profiler).
• Understand basic SQL queries, joins, subqueries, aggregations, filtering and sorting.
• Ability to write and optimize stored procedures to encapsulate logic.
• Knowledge of database normalization, relationships (primary keys, foreign keys), and creating efficient schema designs.
• Experience in SQL Server backup strategies and restoring databases.

Nice to Have:

Power BI, Jira, Bitbucket, C#, .Net, Visual Basic, Crystal Reports.