Product Support Engineer
Our Company
We are team Hitachi Pentaho, the innovative minds behind a suite of sophisticated software that accelerates data fitness within organizations to win with gen-AI.
Part of Hitachi Group, Pentaho provides mission critical success for the world’s data-fit companies. We’re people-centric, data-fluent and here to power good. We unlock data’s full potential so that together, we can take theme park fans on magical rides, conserve natural resources, and save lives. This is a world of dynamic data migration, trusted data discovery, reliable privacy and compliance, and unified data integration. We ensure companies are data-fit because data is mission critical. We do it all on a global scale. We do it through the power of acceleration.
Imagine the sheer breadth of talent it takes to power a data workhorse, like Pentaho, trusted by 73% of Fortune 100 companies. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.
The Team
We are looking to add motivated, talented people that enjoy the challenge of solving technical problems to our Product Support team.
The Product Support team is the first point of contact for Hitachi Vantara’s customers. They field and triage all customer requests. This includes working directly with the customer to troubleshoot, document enhancements and answer a wide variety of technical questions.
They communicate best practices and work cross-functionally with QA, Engineering, Professional Services and sales teams to help each customer achieve maximum value from Pentaho’s services.
The right candidate for this position enjoys providing support to other IT professionals in a fast-paced environment with lots of technical variety.
The Role
• Be an advocate for our customers
• Provide product support for installation, configuration, and implementation of the Pentaho Software Suite
• Provide clear, crisp communication to clients in understandable, easy to follow directions
• Setting proper expectations regarding client issues to ensure there is no ambiguity around solutions / timelines / etc.
• Document enhancement requests for the customer
• Communicating effectively internally with the Pentaho Engineering and Product Management teams to reproduce, resolve and document support cases
• Maintaining an accurate and complete description of cases managed through Pentaho's case tracking and problem management system.
• Contributing knowledge on a regular basis to the Pentaho Knowledge Base, FAQs, examples and how-to’s for publication for customers and the Pentaho knowledge system.
What you’ll bring
• Professional experience in troubleshooting, maintaining, or developing data-driven applications connected to relational databases, XML sources, web services, flat file, and big data driven backend system.
• Hands-on experience on one of the following core technologies including:
• Web development tools: Java, JSP, XML, HTML, JDBC/JNDI
• Operating Systems: Linux, Windows, Solaris
• Application servers: Tomcat, JBoss, Websphere, Weblogic
• Databases: Oracle, MySQL, SQLServer, BigData
• Client-side technologies: Javascript
• Cloud services (AWS/Azure/Google Cloud)
• Excellent analytical, debugging and problem-solving skills
• Quick Learner
• Ability to systematically assess and accurately diagnose software-related problems (both individually and within a team setting)
• Ability to interact effectively and empathize with customers
• Prior experience (2+ years) installing, administering and maintaining computer systems and applications in an enterprise IT environment
• B.E. or B.S. Degree from an accredited university
Helpful additions:
• Fluency in multiple languages (English, French, German, Spanish) a plus
• Professional technical certifications a plus
• Experience deploying Business Intelligence (BI) related software and/or building reports within BI related software is a big plus
• Familiarity with Cloudera, Hadoop & MapReduce technologies, Amazon Web Services & other data housing technologies
Must haves
• Passion to explore new technologies
• A sense of urgency when interacting with customers
• Ability to manage customer expectations
• Understanding of the importance and value of good communication
• Ability to work efficiently on multiple active support cases, effectively “switch gears” and manage multiple time-critical tasks
• Resourcefulness
• Attention to detail
• Demonstrates a sense of ownership in all duties assigned
About us
We’re a global, 500-stong, tight-knit team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today, this is the place for you.
Championing diversity, equity, and inclusion
Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.
How we look after you
We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.
We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.
