L3 Support Engineer

  • Company:
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    5 days ago
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Are you passionate about helping customers identify solutions to complex issues? Do you relish the challenge for finding out why something isn’t working and then diving deep to identify a root cause? Do you enjoy leading and presenting complex technical solutions to clients? As a Technical Solutions Engineer you will learn the inner workings of the product, help customers and serve as a technical expert on a number of wide ranging topics. You will have the opportunity to serve as a focal point for client facing technical issues and collaborate with other teams to delight clients by delivering technical solutions and providing best practices. 


By Day 30…

  • You will install Sisense and learn how the product is utilized in different environments. 
  • You will better understand the Sisense Architecture and deployment structure. 
  • You will start to understand the basics of troubleshooting Sisense and associated technologies.
  • You will learn all of the internal business processes on the Technical Solutions Engineering team.
  • You will start to shadow team members and review basic tickets. 
  • By 60…

  • You will continue to handle tickets and shadow sessions with other team members
  • You will continue to do training on advanced Sisense topics.
  • You will schedule meetings with other stakeholders (BI Consultants, R&D, SEs) to learn how those teams interact with each other
  • You will learn more about Sisense Linux and how to install and handle Linux related issues. 
  • You will start handling more advanced requests/tickets and start managing this independently. 
  • By 90…

  • You will continue to learn advanced Sisense technical topics including upgrading, multi-node troubleshooting, SSO and embedding. 
  • You will start to handle a number of tickets and requests independently.
  • You learn more about fully implementing Sisense in live, production environments. 
  • Will you will start handling special projects and being designed to lead projects for Enterprise and Corporate clients. 

  • You have a strong understanding of both Linux and Windows and feel at ease working in both environments.
  • You have experience working on technical issues with Enterprise and Corporate level accounts.
  • You have experience with troubleshooting and analyzing complex technical problems.
  • You can provide many examples of your technical problem solving expertise.
  • You can communicate complex concepts in a clear and professional manner.
  • You thrive in a fast paced, high-growth environments while working with a team.
  • You are a lifelong learner with insatiable curiosity.

  • We’re a passionate, venture-funded team with more than 2000 customers, including Nasdaq, GE Healthcare, Honda, Verizon, and Philips working out of our office in Midtown.
  • We believe strongly in a data-driven approach to all that we do. We’re constantly measuring and optimizing everything about the business.
  • We have close relationships with our customers.
  • We’ve been recognized by Comparably, Glassdoor, and Gartner for our amazing company culture.
  • We have super high customer retention — better than best in class SaaS companies