Technical Solutions Engineer for Infra&Deploy team

About Us: Sisense is a leading business intelligence (BI) software company that enables organizations to turn data into actionable insights. Our platform empowers users to visualize and analyze data easily, helping them make informed decisions. As a company, we value innovation, collaboration, and excellence, and we're looking for talented engineers to join our team.

WHY YOU SHOULD JOIN OUR TECHNICAL SOLUTIONS TEAM:

As a Technical Solutions Engineer, you will work with leading enterprise organizations and startups to realize the power of data analytics with Sisense. Our Technical Solutions team spans the globe and uses the SWARM model for our tools, processes, and organizational structure. This shift focuses on driving a collaborative, rewarding environment that measures value creation and teamwork.
Our team is aligned directly with our Product and Engineering teams through a robust Subject Matter Expert program. We are employing best-in-breed tools along with processes co-authored or directly influenced by our team. We believe in the power of great customer experience, and the happiest customers are made by having the happiest team helping them.

Please note the working schedule: late shift coverage, Monday to Friday (16:00 — 01:00 Kyiv time). The position will also include shifts on UA Holidays with additional payment.

WHAT YOU'LL DO:

• You will handle customer questions and issues by combining business acumen with technical assessment skills. You will perform troubleshooting of issues both through the Sisense UI and the terminal
• You will work closely with Senior team members to develop your skills and technical expertise within specific areas of the product, with ongoing opportunities to grow
• You will partner with Customer Success Managers, Technical Account Managers, and Product to recognize trends in customer feedback and translate customer needs into a better overall product

HOW YOU'LL RAMP:
By Day 30...

• Learn what Sisense is all about and how the product is utilized
• Learn technical support methodologies and the tools used at Sisense, such as Grafana, Coralogix, Jenkins, etc
• Work on technical issues under the guidance of a Senior Solutions Engineer
• Shadow calls and tickets with Senior Solutions Engineers

By Day 60...

• Understand the Sisense architecture and how to translate it to troubleshooting customer issues
• Work on technical issues under the guidance of a Senior Solutions Engineer

By Day 90...

• Work in your designated SWARM pod to own and resolve customer incidents through their lifecycle
• Understand internal escalation processes
• Work as part of a team of engineers that globally ensure 24-hour customer support
• Handle your own share-screen sessions with customer

WHAT YOU'VE ACCOMPLISHED... SO FAR:

• Proven hands-on experience supporting a software platform/product in a customer-facing B2B environment.
• Ability to communicate complex technical concepts in a clear, concise, and professional manner.
• Hands-on experience with Linux operating systems (Debian and RHEL-based), including package management, service management, log analysis, file permissions, user and process management, and troubleshooting system resources (CPU, memory, disk, I/O).
• Basic networking knowledge, including OSI,DNS, TCP/IP, HTTP/HTTPS, SSL/TLS, subnets, routing, and firewall concepts, with ability to troubleshoot using tools like ping, traceroute, curl, or netstat.
• Understanding of containerisation (images, containers, networking, volumes) and virtualisation (VMs, hypervisors) concepts, and familiarity with orchestration concepts such as deployments, scaling, and service discovery.
• Hands-on experience with Docker and Kubernetes is a strong advantage.
• Experience with SQL and NoSQL databases is an advantage.
• Knowledge of Python or scripting languages such as Bash is a plus.
• Familiarity with REST APIs is an advantage.
• Experience with cloud providers (AWS, Azure, Google Cloud) is an advantage.

ABOUT YOU:

• You have a data-driven, analytical mind and excellent problem-solving skills
• You're detail-oriented with the ability to prioritize, multitask, and meet deadlines
• You have a proven ability to motivate and work both independently and in a team environment
• You also have a passion for supporting and helping others
• In addition, you have a strong desire to learn, grow, and contribute to overall company values of collaboration and service
• You have excellent English — communication, listening, and writing skills

OUR BENEFITS:

• We're all working remotely now
• We hire only people we trust. All Sisensers join the company without a probation period
• We believe all Sisensers should be owners of our company's success. We grant all employees stock options that start vesting on Day One
• We support a work-life balance philosophy and provide unlimited vacations (flexible time off) and additional long weekends to all Sisensers
• We support professional growth with access to the modern learning platform
• We care about each other. All team members have extended medical insurance
• We provide Sisensers with a sports reimbursement to support physical fitness and mental wellbeing