Responsibilities

• Provide our customers with world-class support when they experience issues with our products.
• Ability to work with empathy and sense of urgency to deliver solutions to meet customer needs.
• Support is available 24x7x365,(3rd shift US ). which involves working in shifts and on-call rotations on weekends and holidays.
• Proactively manage a queue of support cases.
• Identify, troubleshoot, and quickly resolve technical issues via Teams, e-mail, and phone
• Maintain a high level of professionalism with customers and work to establish yourself as a trusted advisor to our customer base.
• Document all customer interactions, including details of reported issues, inquiries, actions taken, and next steps.
• Devise, design, and validate potential solutions for customers.
• Collaborate cross-functionally with professional services, customer success, product management, R&D and other departments to achieve elegant solutions.
• Provide recommendations for continual improvement.
• Work alongside other engineers on the team to elevate each other’s skills.
• Escalate urgent issues to appropriate internal teams.
• Creation of new and maintenance of knowledgebase articles to further customer enablement.
• Configuration and script review for reported issues to identify and recommend resolutions.
• Contribute updating relevant procedures and processes.

Education / Qualifications

• 5 years’ experience working within a support role.
• Preferably on global teams and within a product support team.
• Bachelor’s degree in computer science, software engineering, or related field.
• 5+ years of direct experience in lieu of degree considered.
• Linux and Windows system administration.
• Python/Jython scripting.
• Familiarity with basic Database Administration (preferred MySQL or MSSQL knowledge.
• Familiarity with Java.
• Experience with test-driven development and automated testing frameworks.
• Ability to prioritize and deliver on multiple competing priorities with little supervision.
• Cloud deployment and troubleshooting for Cloud hosted SaaS deployments.
• Methodical technical troubleshooting skills.
• Must have attention to detail: demonstrate outstanding organizational skills, maintaining accurate incident documentation, strong ability to follow through on issues until resolution
• Have a strong passion for success and a positive attitude
• A team player

*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and geographic region & may vary from the amount above. This range does not represent additional compensation benefits (such as sales commissions, short- and long-term incentive packages, 401K match, medical, dental or vision insurance).

About Octave

Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option.

Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most.

Octave has more than 7,000 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn.

Why work for Octave?

All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all. 

Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.