Senior Technical Support Engineer, ANZ (Java AND API - ESB / Big data)

Sydney, Australia

Full Time Senior-level / Expert
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WHO WE ARE:
We are changing the way the world makes decisions! Talend is a global leader in data integration and data integrity. Our software is used to truly transform business and companies with data. We believe our company has a certain Je ne sais quoi that makes us special and gives us opportunities with purpose. We pride ourselves in our values of Passion, Agility, Team Spirit and Integrity.
We help companies take their data from chaos to clarity by delivering complete, trusted, and timely data to the business.
With over 1,400 employees, we support more than 4,750 enterprise customers globally who have chosen Talend to put their data to work. We are consistently recognized by Forrester and Gartner as a leader in the Data Integration Market and our plan for the future is even more exciting.

To support the fast growing needs of our TALEND ANZ, we are seeking a Senior Technical Support Engineer for our Australia Location, Sydney office to represent Talend and communicate with customers via telephone or email to resolve technical issues submitted by our customers.
As a Technical Support Engineer you will: ·       Analyse/reconstruct complex customer scenarios/problems ·       Provide customers with solutions or workarounds ·       Mentor support agents to raise their knowledge (internal workshops, documentation) 

Key Responsibilities:

  • Resolve customer problems via telephone, email or remote access
  • Maintain customer loyalty through integrity and accountability
  • Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans
  • Escalate cases to management when customer satisfaction comes into question
  • Escalate cases to the engineering team when the problem is beyond the scope of technical support or falls out of the support team’s expertise
  • Maintain control and management of the overall resolution for any escalated case, even when cross-functional groups are involved
  • Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues
  • Create knowledge base content to capture new learning for re-use throughout the company and user base
  • Participate in technical communications within the team to share best practices and learn about new technologies and other ecosystem applications
  • Actively participate in the Talend community to assist with generic support issues
  • Learn as much about Talend/Big Data & Cloud as you can!
  • Support ANZ Customers. The role involves working in normal Australia business hours, but might involve supporting New Zealand customers when required

Qualifications:

  • 7+ years of enterprise software support experience with Customer Support background
  • A strong and enthusiastic commitment to resolving customer problems in a high quality and timely manner
  • Support/troubleshooting experience with the following skillset.
  • Bachelor's degree or higher in Computer Science or Engineering preferred.

Skills & What is required to succeed in this role:

  • Global / APAC / ANZ customer support experience is required.
  • Ability to manage pressure and customer expectations
  • Excellent communication skills with customers and with internal departments (R&D, QA, CSM, Sales) 
  • Autonomous practical learner that is passionate to acquire knowledge by doing hands-on work
  • Solid JAVA skills – development or consultant experience.
  • Debugging JAVA/JVM issues, Classes, Interfaces, Java Heap performance tuning and optimizing GC.
  • Core Java concepts including Collections, I/O, MultiThreading, JDBC and JVM architecture.
  • Familiar with Linux instructions and troubleshooting experiences in Linux OS.
  • Experienced in ESB projects and familiar with XML/XSD, UML, SOAP, REST, WSDL, Apache Camel and Apache Karaf.
  • Experienced in Cloudera Bigdata ecosystem and familiar with CDH/CDP.
  • Preferred to have background in Webservers/Application Servers (Apache Tomcat, JBoss, Jetty, IBM WebSphere/Weblogic Platform).
  • Working knowledge of Talend or any other ETL technology is preferred
#LI-SK1
AND NOW, A LITTLE ABOUT US:
Talend has received some pretty impressive accolades along the way:
- CEO named a 2020 Top Diverse Leader by the National Diversity Council- 5th consecutive year named a Leader for Data Integration Tools in the Gartner Magic Quadrant 2020- 3rd consecutive year named as a Leader for Data Quality Solutions in Gartner Magic Quadrant 2020- Recognized as a Challenger for Enterprise Integration Platform as a Service (iPaaS) in Gartner Magic Quadrant 2020- "2018 Best  Public Cloud Computing Companies To Work For" by Glassdoor- Named Leader in The Forrester Wave™: Enterprise Data Fabric- Ranked in the DBTA “100 Companies that Matter Most in Data”- Listed in the CRN Big Data 100 Companies We are passionate about helping companies become more data driven; and, if we can be honest, we are all geeks at heart who pride ourselves on the vibrant company culture that we have built. 

As a global employer, Talend believes our success depends on diversity, inclusion and mutual respect among our team members. We want to look like our customers, and we recruit, develop and retain the most hardworking people from a diverse candidate pool. We are committed to making all employment decisions on the basis of business need, merit, capability and equality of opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Job region(s): Asia/Pacific
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