Technical Support Associate

About Semarchy

Semarchy was founded in 2011 in Lyon, France, by a group of former colleagues from Sunopsis before it was acquired by Oracle. This team came together to build a people-first company, to develop a more agile approach to master data management. And so Semarchy – a mashup of semantic hierarchy – was born.

As a leader in data integration and master data management markets, we enable organizations to rapidly generate business value from their data. Our Unified Data Platform enables organizations of any size to quickly discover, govern, manage, integrate, and report critical information scattered across applications.

We are a true international company with a globally inclusive office/hybrid and remote work environment with office locations in Phoenix, USA (Headquarters); London, UK; Lyon and Paris, FR, and New Delhi, IN.

What You Will Do

• Assist Semarchy customers by identifying their needs and then implementing solutions to address them
• Respond to questions directly related to Semarchy products as well as closely related technologies supporting Semarchy projects
• Answer customer inquiries via email and phone, providing clear explanations and guidance on technical issues
• Maintain a comprehensive understanding of the features, functionalities, and limitations of the product or service being supported
• Record customer interactions and technical issues in a ticketing system, contributing to knowledge base articles to assist future support needs
• Identify issues that require further technical expertise and escalate them to the appropriate departments
• Manage priorities on assigned support tickets and forum questions to comply with SLAs and fully satisfy customers
• Adhere to all Semarchy support process policies
• Contribute to the continuous improvement of Technical Support processes

Must Have

• BA / BS degree in Computer Science or Computer Engineering
• 2-3 years minimum experience working with data and relational databases in a similar customer-facing role
• Knowledge of relational databases and SQL is a must-have
• Understanding of traditional ETL and service-oriented architecture
• Cloud experience (AWS, Azure, GCP, Hybrid, Private, etc.)
• Container experience (Docker, Kubernetes, etc.)
• Ability to analyze technical issues, identify root causes, and develop effective solutions
• Passion for the job and working in a customer-focused environment
• Ability to creatively explain and present complex concepts
• Ability to work independently, learn new tasks swiftly, and apply appropriate technologies to various business challenges
• Team player, time management skills, and the ability to multitask
• Ability to work with multiple internal departments
• Excellent written / verbal communication, presentation, and creativity skills

Nice to Have

• Strong ability and social awareness to forge strong, long-lasting relationships with ALL Semarchians
• Experience with analytics, business intelligence solutions, and master data management tools is a big plus

We are committed to making Semarchy an even better place to work, and this means creating a high-performing environment where everyone can do their Best Work, where they can Grow in their career path, and Be Accountable – to each other and Semarchy.

*For those applicants in the California, Colorado, and New York area, the base salary range for this role is $80,000-$85,000. The compensation offered will be based on experience, role, and location.

Semarchy is proud to be an equal opportunity employer (EEO) that celebrates difference and diversity. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We are committed to building an inclusive work environment where all employees feel a sense of belonging and respect. If there is anything we can do to ensure you have a comfortable and positive interview experience, please let us know.

About Semarchy

Semarchy was founded in 2011 in Lyon, France, by a group of former colleagues from Sunopsis before it was acquired by Oracle. This team came together to build a people-first company, to develop a more agile approach to master data management. And so Semarchy – a mashup of semantic hierarchy – was born.

As a leader in data integration and master data management markets, we enable organizations to rapidly generate business value from their data. Our Unified Data Platform enables organizations of any size to quickly discover, govern, manage, integrate, and report critical information scattered across applications.

We are a true international company with a globally inclusive office/hybrid and remote work environment with office locations in Phoenix, USA (Headquarters); London, UK; Lyon and Paris, FR, and New Delhi, IN.

What You Will Do

• Assist Semarchy customers by identifying their needs and then implementing solutions to address them
• Respond to questions directly related to Semarchy products as well as closely related technologies supporting Semarchy projects
• Answer customer inquiries via email and phone, providing clear explanations and guidance on technical issues
• Maintain a comprehensive understanding of the features, functionalities, and limitations of the product or service being supported
• Record customer interactions and technical issues in a ticketing system, contributing to knowledge base articles to assist future support needs
• Identify issues that require further technical expertise and escalate them to the appropriate departments
• Manage priorities on assigned support tickets and forum questions to comply with SLAs and fully satisfy customers
• Adhere to all Semarchy support process policies
• Contribute to the continuous improvement of Technical Support processes

Must Have

• BA / BS degree in Computer Science or Computer Engineering
• 2-3 years minimum experience working with data and relational databases in a similar customer-facing role
• Knowledge of relational databases and SQL is a must-have
• Understanding of traditional ETL and service-oriented architecture
• Cloud experience (AWS, Azure, GCP, Hybrid, Private, etc.)
• Container experience (Docker, Kubernetes, etc.)
• Ability to analyze technical issues, identify root causes, and develop effective solutions
• Passion for the job and working in a customer-focused environment
• Ability to creatively explain and present complex concepts
• Ability to work independently, learn new tasks swiftly, and apply appropriate technologies to various business challenges
• Team player, time management skills, and the ability to multitask
• Ability to work with multiple internal departments
• Excellent written / verbal communication, presentation, and creativity skills

Nice to Have

• Strong ability and social awareness to forge strong, long-lasting relationships with ALL Semarchians
• Experience with analytics, business intelligence solutions, and master data management tools is a big plus

We are committed to making Semarchy an even better place to work, and this means creating a high-performing environment where everyone can do their Best Work, where they can Grow in their career path, and Be Accountable – to each other and Semarchy.

*For those applicants in the California, Colorado, and New York area, the base salary range for this role is $80,000-$85,000. The compensation offered will be based on experience, role, and location.

Semarchy is proud to be an equal opportunity employer (EEO) that celebrates difference and diversity. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We are committed to building an inclusive work environment where all employees feel a sense of belonging and respect. If there is anything we can do to ensure you have a comfortable and positive interview experience, please let us know.