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