Technical Support Specialist

May 23, 2022
Location
Princeton, New Jersey
Job Type
Full-time

Wodwo is seeking a Technical Support Specialist to join our team. In this role, you’ll work with internal and external customers to ensure they’re receiving the tools and support needed.

The Technical Support Specialist will also collaborate with the application and systems administration teams and report to the CEO. This candidate must be able to work independently without significant supervision and be a team-oriented individual with a results-driven mindset.

Role:

Provide first-tier customer support:

  • Translate customer issues between conversational speech and technical descriptions.
  • Track and communicate multiple open issues, sometimes with rapid task switching.
  • Document resolutions in professional, concise, and complete knowledge base entries.

Monitor AWS application stack:

  • Proactively maintain web application including both front- and back-end processes.
  • Identify and resolve issues with customer portals.
  • Perform database and supporting structure updates.
  • Identify trends in usage and performance for design improvement.

Analyze and improve data handling processes:

  • Extend existing data system tools and technologies, as needed.
  • Develop and build new tools to solve data processing challenges.
  • Develop and/or maintain data systems documentation.

Supplement maintenance on two Teradata database systems and two Hadoop Clusters:

  • Provide ad hoc SQL query support, developing and troubleshooting queries.
  • ETL (extract / transform / load) of large files associated with database and clusters.
  • Maintain / develop tools (using Teradata, Python, and/or Scala) for file processing.
  • Update database and Hadoop systems with monthly build.

Coordinate with systems administration to ensure systems security and continuity.

  • Ensure business continuity with sound configuration management of data systems.
  • Implement best-practices cybersecurity policies.
  • Document and test processes for business continuity and disaster recovery.

To support this role, the ideal candidate would have these qualifications:

Operations:

  • Zendesk
  • Confluence/JIRA
  • GitLab
  • PGP
  • Microsoft Active Directory, Remote Desktop Gateway, Software Update Server
  • SSH
  • Familiarity with managed network switching and cybersecurity measures such as RADIUS/MFA

Data systems:

  • Cloud (AWS S3, EC2, Glue, Route53, IAM; Terraform/Terragrunt; Azure Active Directory, Virtual Machines, Blob)
  • Relational Databases (Teradata, Microsoft SQL, Postgres, AWS Athena)
  • Hadoop (HDFS, MapReduce, YARN, etc.)
  • Operating Systems (Microsoft Windows Desktop and Server; AWS, CentOS, and Ubuntu Linux)

Programming:

  • Python
  • PHP
  • SQL
  • Django Framework
  • Refactoring – familiarity with older languages
  • Experience processing large files (10+ GB)

Location

Princeton, New Jersey

Dataline offers a competitive pay scale, comprehensive health benefits, 401k and a Company matching program, generous vacation plan, summer hours, and a Flexible Spending Account.  Office hours are 9:00 a.m. – 5:30 p.m.  This is a full-time position.

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