Technical Support Specialist (m/f/d) in Austin, TX - KNIME AG

Description

KNIME is growing rapidly and we’re seeking smart, motivated, and creative people up for the
challenge of helping us achieve ambitious scaling goals while continuing to empower the active
community. Right now, we are looking for a Support Specialist (m/f/d) to join our team at KNIME in
Austin, TX or remote US.*

Who you are

You excel in helping people leverage the full potential of advanced technologies. Your ability to explain technical intricacies to diverse audiences is matched by your adeptness at self-organization. Your skill set and background span Kubernetes, Docker, and RESTful APIs. Furthermore, you bring a proven track record in administering and collaborating with software solutions and systems on Linux and/or Windows platforms. Notably, you possess an insatiable curiosity for embracing cutting-edge technologies.
Equally important, you possess a strong background in software support covering ticket management, escalation processes, working based on SLAs and KPIs. We recognize the significance in ensuring seamless user experiences and the resolution of technical issues.
Experience in the following areas is highly valued: Java Virtual Machine (JVM), Kubernetes deployment (Replicated), Identity Providers (e.g., Keycloak, Shibboleth), LDAP, Kerberos, SQL, HDFS, Tomcat, Hadoop, and cloud infrastructures (AWS, Azure, and potentially Google Cloud). Exceptional English proficiency, both in writing and verbal communication, is an absolute necessity.

That's the job

At its core, your role as a Technical Support Specialist at KNIME, revolves around overcoming technical
challenges while maintaining effective communication with our customers and internally. Your
primary responsibilities encompass classifying, prioritizing, analyzing, troubleshooting, and ultimately
resolving support tickets via our ticketing system and forum. Your focal point will be providing
outstanding support for our KNIME Business Hub and KNIME Analytics Platform. You may find
yourself engaging in calls to troubleshoot issues and occasionally building KNIME workflows to
facilitate resolution (don't worry, we'll provide guidance as you learn). Your contribution to process
refinement and tool enhancement will be ongoing. The insights gained from your experiences will be
relayed to the development team, contributing to our collective pursuit of crafting exceptional
software. Expect a close partnership with fellow support agents such as Michael, Marvin, Nick, and
Zack, as well as direct collaboration with members of our development team, including Thorsten,
Bernd, and Moritz.

About us

KNIME is a fast-growing international Enterprise Software company. At KNIME, we build innovative software to help individuals and organizations make sense of their data through an intuitive, visual approach to data analytics and through integrations to the most advanced data science and AI/ML techniques on the market. KNIME Software comprises two products: the free and open KNIME Analytics Platform which has an intuitive low-code, no-code interface that allows anyone from spreadsheet users to seasoned data scientists to analyze their data; and KNIME Business Hub, its commercial complement that allows for large-scale collaboration and dissemination of insights across an enterprise.

At the core, we are an open-source company, which requires KNIMErs often to challenge and rethink conventional commercial strategies and ensure that the user – whether free or commercial – is at the center of every decision being made. At KNIME, you’ll gain experience working with industry leaders in their field – KNIME is used by many Fortune 500 enterprise customers, across 50 countries.

*Though we are happy to have applicants from further away, we’re not offering relocation benefits for this position.