Customer Support Engineer II

Do not contact Ocient directly to apply for a role. For security purposes, any applications received via email will be deleted.

• Please note that we are not able to provide visa sponsorship for this position. Applicants will need to have the right to work in the UK, both now and for the duration of employment, in order to be considered. *
• The salary offered for this position will be based on a candidate’s experience and skill demonstrated during interviews and other evaluations
• Diagnose and resolve complex customer issues in a distributed database environment, developing detailed Root Cause Analyses and Corrective Action Plans.
• Respond to customer questions through phone calls, help tickets, and email, managing multiple issues simultaneously while meeting agreed service levels.
• Assist in customer onboarding, training, installation, and environment buildout for both on-premise and Ocient-managed solutions; access customer datacentre environments remotely to support deployment and configuration activities.
• Perform SQL and query performance troubleshooting and tuning against large data sets, supporting customers in optimising their Ocient environments.
• Ocient uses AI to assist in troubleshooting complex customer problems. The CSE II should be comfortable using AI-assisted troubleshooting, creating and using AI skills, and validating outputs before relying on them for Root Cause Analysis (RCA) or communications with internal and external customers.
• Administer and monitor Ocient managed database solutions and related software dependencies (e.g. kafka, ceph); proactively identifying and resolving issues before they impact customers.
• Create and maintain documentation for major installations, known issues, and workarounds, contributing to the customer-facing knowledge base.
• Provide product and customer feedback to Engineering to support continuous platform improvement.
• Exercise sound judgement in issue ownership and escalation, knowing when to continue investigating independently and when to engage Engineering, while clearly communicating customer impact and technical findings.
• UK citizen holding a British passport