{"id":4122349,"url":"https://alion.io/job/ocient-senior-customer-support-specialist","title":"Senior Customer Support Specialist","company":{"id":178237,"name":"Ocient","domain":"ocient.com","url":"https://alion.io/company/ocient","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Gem","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Apache Kafka","optional":false},{"name":"AWS","optional":false},{"name":"GCP","optional":false},{"name":"Linux","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"Unix","optional":false},{"name":"LinkedIn","optional":true}],"status":"live","first_seen_at":"2026-11-11T19:07:42Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-12T00:45:33Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Ocient:\nOcient is building OcientAIQ™ - a complete ecosystem for delivering trusted agentic AI solutions at petabyte scale, for the organizations that can't afford to get AI wrong. Our customers protect networks, secure nations, and power the global economy. The problems we solve are genuinely hard, and the work matters.\nFounded in 2016 by the team that built Cleversafe (acquired by IBM in 2015), Ocient is headquartered in Chicago with a remote-first global team. We are a carbon-neutral company backed by leading investors including Greycroft, OCA Ventures, In-Q-Tel, and Buoyant Ventures.\nDo not contact Ocient directly to apply for a role. For security purposes, any applications received via email will be deleted.\nJob Title: Senior Customer Support Specialist\nLocation: 100% Remote (India Based Only)\nHiring Manager: Senior Customer Operations Manager\nEstimated salary range: 2,500,000.00 to INR 4,000,000.00\nThe salary offered for this position will be based on a candidate’s experience and skill demonstrated during interviews and other evaluations\nPosition Overview:\nWe are looking for someone excited to take ownership of customer support-related processes, procedures, and policies. You will play an important role as a technical liaison between Engineering and our customers. The ideal candidate for this role will be enthusiastic about asking questions, sharing knowledge, and working with others to achieve our clients’ goals.\nResponsibilities:\nSupport Ocient managed customer solutions in a Linux/Unix Environment.\nAssist in the administration and monitoring of Ocient Managed Database Solutions.\nContribute to a customer-facing knowledge base\nCreate and maintain documentation for all major installations and implementations\nSQL/Query Performance Troubleshooting and Tuning\nLeverage strong technical skills and equally strong customer service skills to assist customers through diagnosis and resolution of complex problems in a distributed system environment\nRespond to customer questions regarding technical solutions through phone calls, help tickets, and email\nOn-call support rotations\nTake a leadership role, alongside peers, in improving customer support processes, procedures, and policies\nEffectively manage multiple issues while providing timely responses and meeting Service Level objectives\nAccess data center (remotely) in diagnosing customer issues\nAssist in the onboarding, training, installation, and buildout of customer deployments\nProvide product feedback to the engineering team for continuous improvement of the product\nWork directly with customers and represent Ocient with a positive attitude\nTechnical Account Management - Represent key customers' issues, needs, and business goals.\nDevelop a strong understanding of the Ocient product\nProvide detailed Root Cause Analysis and Corrective Action Plans\nIssue reproductions, fix, and workaround validation\nCreate tools to be used by support professionals and customers in day-to-day activity.\nCommunicate quality & product trends to internal organizations\nIdeal Qualifications:\nBS or MS in computer science, computer engineering, or related technical field\n10+ years of experience in customer support or a similar role\n5+ years of experience supporting database solutions\nLinux/Unix OS proficiency\nAdvanced troubleshooting, log analysis\nSQL, Database Administration\nHardware/Kernel knowledge in a Linux/Unix Environment.\nStrong understanding of system administration and support of operations\nExperience with query analyzers and query tuning / slow query optimization against large data sets.\nNetwork troubleshooting\nPython\nExperience setting up infrastructure in a data center, including network configuration and monitoring\nStrong customer-facing skills\nTechnical writing\nStrong verbal communication\nAbility to communicate and build relationships with customers, teammates, and with other team members.\nAn Exceptional Candidate Will Have:\nExperience in large-scale / distributed systems\nUnderstanding of installing and configuring databases, JDBC/ODBC drivers, and database monitoring solutions\nExperience with stream-processing software (e.g. Kafka)\nAWS & GCP Experience\nInterview Requirements: All interviews are conducted via video and require candidates to have their camera on for the duration of the session. The use of video filters, face-altering effects, or virtual backgrounds is not permitted for security and verification purposes.\nWe are not open to using an agency or staffing company at this time. We do not accept unsolicited agency or staffing resumes and we are not responsible for any fees related to unsolicited resumes. \nOcient is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex (including pregnancy status), sexual orientation, gender identity, national origin or ancestry, ethnicity, citizenship status, age, physical or mental disability, veteran status, marital status, parental status, genetic information, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, please contact  for more information.\nAll official Ocient job postings and recruiting communications will come directly from our team via our Careers page, LinkedIn, or from an ocient.com email address. If you receive communication about a role from any other source, please treat it with caution and direct questions  .","description_format":"text","description_chars":5638,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Warehouses & Lakehouses"],"lifecycle":[{"event":"open","at":"2026-11-12T00:45:33Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":38,"reasons":["conf:1","win:early"],"computed_at":"2026-11-12T02:14:35Z"},"pay":null,"html_url":"https://alion.io/job/ocient-senior-customer-support-specialist","json_url":"https://alion.io/job/ocient-senior-customer-support-specialist.json","meta":{"generated_at":"2026-11-12T02:14:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5129,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":178237},"rest":"https://alion.io/mcp/rest/get_company?id=178237"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Focient-senior-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Focient-senior-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Focient-senior-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ocient-senior-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Focient-senior-customer-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4122349}},{"tool":"search_jobs","arguments":{"company":"ocient.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4122349},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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