• Support both On-Premise solutions (Physical & Cloud) and Ocient managed customer solutions in a Linux/Unix Environment. • Perform the administration and monitoring of Ocient Managed Database Solutions. • Contribute to a customer-facing knowledge base. • Create and maintain documentation for all major installations and implementations. • SQL/Query Performance Troubleshooting and Tuning. • Leverage strong technical skills and equally strong customer service skills to assist customers through diagnosis and resolution of complex problems in a distributed system environment. • Respond to customer questions regarding technical solutions through phone calls, help tickets, and email On-call support rotations. • Effectively manage multiple issues while providing timely responses and meeting Service Level objectives. • Access data center (remotely) in diagnosing customer issues. • Assist in the onboarding, training, installation, and buildout of customer deployments. • Provide product feedback to the engineering team for continuous improvement of the product. • Work directly with customers and represent Ocient with a positive attitude. • Represent key customers' issues, needs, and business goals. • Develop a strong understanding of the Ocient product. • Provide detailed Root Cause Analysis and Corrective Action Plans. • Issue reproductions, fix, and workaround validation. • Aid in customer and internal support process and tooling evolution. • Create tools to be used by support professionals and customers in day-to-day activity. • Communicate quality & product trends to internal organizations. • Improve customer support-related processes, procedures, and policies.