What are the responsibilities and job description for the Technical Support Engineer III position at CData Software?
In the age of digital transformation, data has become increasingly vital to core business operations. But with so many cloud applications and platforms available today, data has become more decentralized than ever.
CData is the real-time data connectivity company. Our easy-to-use integration products allow users to work with their data where, when, and how they need it. With a robust library of real-time data connectors, users can access data from hundreds of applications, tools, and systems – on-premises or in the cloud.
CData is a global company, headquartered in Chapel Hill, NC with about 400 team members worldwide. More than 10,000 organizations rely on CData technologies to overcome data fragmentation challenges and unlock value from diverse, dispersed data assets.
We are looking for a skilled Technical Support Engineer III to join our Technical Support Engineering team for Sync, CData’s powerful ETL/ELT data replication and pipelining product. As a member of our Technical Support Engineering team, you will be at the forefront of solving complex, technical challenges for both prospective and current customers. This position requires exceptional technical problem-solving skills as you will be tackling new and unique challenges every day with no set script to resolve an issue. With over 400 data sources and 30 destinations in Sync, this role demands curiosity, initiative, and the ability to work independently as well as collaboratively to research, replicate, and resolve customer issues.
In this role, you’ll work on advanced technical cases that involve in-depth analysis via web meetings with customers to troubleshoot in their live environments, creating new test environments and datasets to match customer use cases, configuring industry standard troubleshooting tools like Fiddler, and source code analysis. You will need in depth knowledge of databases such as Oracle, SQL Server, MySQL, and/ or PostgreSQL as well as knowledge of database replication practices, such as Change Data Capture (CDC), to be able to address all levels of issues for customers.
This role works primarily with global, enterprise level customers.
You will work closely with the rest of the Technical Support team, Engineering, Pre-Sales, and Product Management teams to ensure that CData is delivering overall superior service, products, and support to our customers.
Location(s): North Carolina Research Triangle or East Coast (preferred)
Key Duties & Responsibilities:
Responsibilities include but are not limited to:
- Provide high-quality technical support engineering for our Sync product via email, chat, phone, and remote sessions.
- Setup and configure test environments (including Windows, Linux, and Mac) to mirror customer use cases.
- Work directly with global enterprise customers, often troubleshooting issues live.
- Escalate complex or unresolved issues to Engineering or Technical Support leadership.
- Log and manage support tickets, test bug fixes, and follow up with customers to ensure resolution.
- Write clear, concise, and technically accurate responses tailored to the customer’s level of technical expertise.
- Troubleshoot data integration issues for the data sources covered by the Sync product.
- Assist in creating and maintaining documentation such as knowledge base articles, troubleshooting guides, FAQ’s, and other support collateral.
- Participate in a bi-monthly on-call rotation.
- Act as a technical mentor- anticipating potential issues and proactively offering guidance and solutions.
Qualifications:
- Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent professional experience.
- 5 years in a technical support engineering role, preferably in a product-focused environment.
- 3-5 years of hands-on experience with at least one major relational database system (Oracle, SQL Server, PostgreSQL, MySQL, etc.)
- Familiarity with intermediate and advanced industry-standard troubleshooting tools like Fiddler, WireShark, and memory/CPU profiling tools
- Experience setting up and managing database environments is a plus.
- Familiarity with database concepts like Change Data Capture (CDC).
- Experience working in an on-call support rotation.
- Ability to read and write code to solve basic problems in Java and/or C# is a plus.
- Strong communication skills- can explain complex technical concepts to both novice and expert users.
- Ability to work independently and collaboratively with other team members
Benefits
- 11 Paid Holidays
- 20 Days of PTO
- Employer-paid Medical, Dental, and Vision plans (100% for employee, 50% for dependents)
- HSA with Company Contribution
- Employee Assistance Program
- 401k with 6% Immediately Vested Company Match
- Professional development opportunities
Important Notice: The CData recruitment team does not use SMS or WhatsApp to communicate with job applicants. If you receive a message from these platforms claiming to be from CData regarding a job opportunity, please be aware that it is a scam.
