Senior Customer Support Engineer – Enterprise Analytics Platform – India – workpinnacle

About workpinnacle

At workpinnacle, we are redefining the way businesses discover insights from their data. Our next‑generation analytics platform turns raw transactional data into actionable intelligence in a fraction of the time it takes traditional solutions. By eliminating the need for complex data pipelines and providing instant query performance, we empower organizations to answer critical questions in seconds, not days or weeks. With a global customer base that spans Fortune 500 companies to fast‑growing startups, workpinnacle is at the forefront of the data analytics revolution.

Our success is built on a foundation of innovation, customer obsession, and a culture that celebrates curiosity and continuous learning. Backed by leading investors and recognized by industry analysts, workpinnacle is poised for rapid growth—and we’re looking for talented individuals to join our early‑stage team and help shape the future of analytics.

Why Join workpinnacle?

• Impactful Work: You’ll be solving real‑world problems for high‑profile clients, directly influencing how they make data‑driven decisions.
• Fast‑Paced Environment: As a small, agile company, you’ll see the results of your contributions quickly and have the opportunity to shape product and support processes.
• Career Growth: We invest heavily in professional development—mentorship, certifications, and cross‑functional projects—so you can advance from support to engineering, product, or leadership roles.
• Inclusive Culture: workpinnacle is committed to diversity, equity, and inclusion. Every team member’s voice matters, and we foster a respectful, collaborative workplace.
• Competitive Compensation: We offer a base salary that reflects your experience, performance‑based bonuses, equity, and a comprehensive benefits package.

Key Responsibilities

As a Senior Customer Support Engineer at workpinnacle, you will be the frontline advocate for our customers, ensuring they derive maximum value from our platform. Your day‑to‑day activities will include:

• Providing high‑quality, timely support to workpinnacle customers and internal stakeholders across the APAC region.
• Diagnosing, troubleshooting, and resolving complex technical issues related to platform installation, configuration, performance tuning, and clustering.
• Collaborating with junior support engineers to guide them through incident resolution and knowledge transfer.
• Researching and documenting solutions for recurring or novel problems, enriching the workpinnacle Knowledge Base and user community forums.
• Participating in cross‑functional initiatives such as product beta testing, feature feedback loops, and support process improvements.
• Maintaining a proactive stance on customer health by monitoring support metrics, identifying trends, and recommending preventive actions.
• Representing workpinnacle at industry events, webinars, and user groups to showcase our platform’s capabilities and gather customer insights.

Essential Qualifications

• B.S.C. or equivalent in Computer Engineering, Computer Science, or a related technical field.
• Minimum of 5 years of hands‑on technical support or engineering experience, preferably in a SaaS or data analytics environment.
• Strong analytical and problem‑solving skills, with a proven track record of resolving complex technical incidents.
• Deep experience configuring and troubleshooting Linux environments, Tomcat servers, and clustered deployments.
• Solid understanding of relational database concepts, SQL, and database modeling.
• Excellent oral and written communication skills, capable of translating technical concepts for both technical and non‑technical audiences.
• Ability to work effectively across time zones, with a flexible schedule to accommodate APAC customers.

Preferred Qualifications

• Experience with Python scripting for automation and data manipulation.
• Familiarity with streaming platforms such as Kafka and message queue architectures.
• Hands‑on experience with BI tools like Tableau, MicroStrategy, or PowerBI.
• Knowledge of ITIL best practices and incident management frameworks.
• Previous exposure to cloud platforms (AWS, Azure, GCP) and containerization technologies.

Skills & Competencies

• Technical proficiency: Linux, Tomcat, SQL, RDBMS, clustering, and performance tuning.
• Customer‑centric mindset: empathy, patience, and a passion for delivering exceptional service.
• Collaboration: ability to work cross‑functionally with engineering, product, and sales teams.
• Adaptability: thrive in a fast‑moving environment, quickly learning new tools and processes.
• Documentation: strong writing skills for creating clear, concise knowledge base articles and support tickets.
• Leadership potential: mentoring junior engineers and driving process improvements.

Career Path & Growth Opportunities

At workpinnacle, your career trajectory is not limited to support. We encourage lateral moves and skill expansion across the organization:

• Technical Support Lead: Oversee a team of support engineers, shape support strategy, and drive customer success initiatives.
• Solutions Engineer: Work closely with sales to design and demo solutions, leveraging deep technical knowledge.
• Product Engineer: Transition into development, contributing to platform enhancements and new feature rollouts.
• Customer Success Manager: Focus on long‑term customer relationships, adoption, and renewal strategies.

Work Environment & Culture

Our headquarters in India is a vibrant, collaborative space that encourages creativity and teamwork. We celebrate diversity and inclusion, ensuring every team member feels valued and heard. Regular hackathons, knowledge‑sharing sessions, and community events keep the energy high and the learning continuous.

Remote work is supported for roles that require it, with flexible hours to accommodate the APAC time zone. We provide the tools and resources you need to succeed from anywhere.

Compensation & Benefits

• Competitive base salary aligned with market standards for senior support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and support KPIs.
• Equity options to share in workpinnacle’s growth and success.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Paid time off, including vacation, sick leave, and public holidays.
• Professional development stipend for certifications, courses, and conferences.
• Employee referral program with attractive rewards.

How to Apply

If you are passionate about delivering world‑class support, thrive in a dynamic environment, and want to be part of a company that is reshaping the analytics landscape, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for workpinnacle.

Join workpinnacle today and help us empower businesses to unlock the full potential of their data.