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, PLSQL,  SQL Developer, Java and J2EE
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