Customer Support Engineer (Technical Support- SQL, Oracle)

Overview

Manage assigned support tickets for Model N's enterprise software while continuously building technical, business, and product expertise.

What you'll do

• Own the ticket lifecycle, setting and meeting customer expectations with clear, timely updates
• Analyse, troubleshoot, and resolve customer issues effectively
• Participate in customer meetings and discussions
• Communicate professionally, handling sensitive issues with guidance from senior team members
• Collaborate with team members and support team decisions
• Escalate issues appropriately when customer relationships are at risk
• Continuously enhance business, product, and technical knowledge
• Develop deep expertise in one or more functional or technical areas
• Contribute to knowledge repositories and documentation

What you'll need

• Bachelor's degree in Computer Science, Engineering, Mathematics, or related field (or equivalent experience)
• 2+ years of experience supporting enterprise-level software in a customer-facing environment
• Troubleshooting and debugging skills, including log analysis
• Understanding of Model N application configurations and behaviour
• Strong SQL skills (joins, subqueries, views, inline queries)
• Familiarity with data dictionary and application architecture
• Knowledge of reporting tools (e.g., Cognos, Looker)
• Understanding of enterprise SaaS environments
• Experience with tools such as JSM, Oracle, SQL Developer, SharePoint, Excel
• Ability to extract diagnostics (heap dumps, thread dumps, etc.)
• Strong analytical and problem-solving skills
• Effective written and verbal communication
• Ability to work independently with minimal supervision
• Customer-centric mindset
• Adaptability and continuous learning attitude

Nice to have

• Experience in SaaS-based applications

Details

• Location: Hyderabad, India