Customer Support Engineer (Technical Support- SQL, Oracle)

As a member of the Model N Support team, the Customer Support Engineer is responsible for managing assigned support tickets while continuously building technical, business, and product expertise.

This role involves owning the ticket lifecycle, setting and meeting customer expectations, and providing clear, timely updates. The engineer actively participates in customer interactions, communicates progress effectively, and handles sensitive situations with guidance from senior team members.

Key Responsibilities

1. Technical & Professional Development

• Continuously enhance business, product, and technical knowledge
• Develop deep expertise in one or more functional or technical areas
• Contribute to knowledge repositories and documentation

2. Ticket Management & Problem Solving

• Analyse, troubleshoot, and resolve customer issues effectively
• Provide frequent, clear updates and next steps to customers
• Set and manage customer expectations throughout the ticket lifecycle
• Participate in customer meetings and discussions
• Communicate professionally, including handling sensitive issues with guidance
• Collaborate with team members and support team decisions
• Escalate issues appropriately when customer relationships are at risk

Technical Skills & Requirements

Core Technical Competencies

• 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

Tools & Technologies

• Experience with tools such as:
  • JSM, Oracle, SQL Developer
  • SharePoint, Excel
• Ability to extract diagnostics (heap dumps, thread dumps, etc.)

Soft Skills & Competencies

• 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

Qualifications

• 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
• Experience in SaaS-based applications preferred

Success Factors

• Consistently meets SLAs and commitments
• Builds customer trust through effective communication
• Demonstrates growth in technical and product expertise
• Contributes to team knowledge and process improvements