About Talent

  • Principal Support Engineer

    Job Locations UK-Surrey-Egham
    Req No.
    Regular Full-Time
  • Overview

    We are seeking a Principal Support Engineer for our United Kingdom location.  The Principal Support Engineer role will provide prompt, courteous and in-depth front-end technical support to customers, including answering complex questions on function and product usage and recreating customer problems.  Also responsible for mentoring and training less-experienced technical support personnel and taking customer problems to the point of identifying the problem or recommending a fix/solution.


    • Respond to escalated support calls of great complexity to include unique customer environments were little similar data/comparison materials exist.
    • Install, configure, test, and troubleshoot computer software, hardware, or network systems or applications that may be necessary to reproduce or analyze the customer’s environment or problems.
    • Investigate technical problems to determine the root cause, research and answer customer questions, and provide other back line technical support activities such as problem recreation and problem verification.
    • Research and investigate product defects using traces, logs, and other software tools.
    • Help to set-up problem recreation environments and standards to support the organization.
    • Identify where problems occur within Actian products and recommend solution or area of defect to Software Engineers or management.
    • Work with Support Engineers, Senior Support Engineers, Principal Support Engineers, or Team Lead, and Software Engineers to expedite resolution of customer issues.
    • Troubleshooting data integration projects from Customers and our internal departments (Sustaining Engineering, Pre-sales)
    • Handle all customer aspects, potentially stressful situations effectively and escalate issues as appropriate.
    • Provide input to Development organization or Software Engineers on (possible) updates that are needed to ensure product or solution quality. Contributes to functional specification review and product requirement discussions with development as the Customer Support representative.
    • Work with customers to verify fixes supplied have resolved their problems.
    • Coordinate ownership of technical support issue escalation.
    • Escalate customer issues to Software Engineer, or support management as necessary.
    • Perform problem recreations, bug verifications and identify new and novel workarounds.
    • Coach/Mentor less-experienced technical support personnel.
    • Review backlogs of less-experienced technical support personnel and offer assistance when these technicians can take the issue no further or when they have misdiagnosed the issue.
    • Identify training needs within support organization and proactively create and deliver training sessions to address these requirements.
    • Increase awareness of new policies, technology and applications, keeping team updated.
    • Identify and promote cross-training initiatives within department as needed.
    • Provided 24X7 and Follow-the-Sun support.
    • Provide Knowledge Documents and HowTo Documents to support technology
    • Provide higher-level web content via newsletter, Technical Documents, and How-to documents.
    • Ability to interface with customer’s onsite when necessary to include troubleshooting issues as well as discussions at Executive level.
    • Uses Service Cloud to maintain accurate customer history for all issues that are recorded; documents each in a complete and concise manner.
    • Demonstrates effective implementation of Actian's Core Competencies.


    • Strong proven trouble-shooting and customer service skills with 7-10 years of technical support experience as a Support Engineer/Senior Support Engineer. Technical expertise in operating systems and/or database or five or more years as a programmer and at least 3- 5 years’ technical support experience, preferably in the data integration field.
    • Bachelor's Degree preferred or required work-related experience.
    • Strong customer communication skills (written and verbal).
    • Strong customer service mindset, including attitude, ethics and approach.
    • Knowledge of SQL, query-writing.
    • Knowledge of (but not limited to): Oracle, SQL Server, Sybase, IBM DB2, MySQL, Informix, Access, Excel, XML, JMS (message oriented middleware), ODBC, ASCII, Java, COM, C, Visual Source Safe, CVS, REST.
    • Knowledge of scripting languages, including Bash, Shell, JSP etc.
    • Knowledge and use of ETL data integration products, like Informatica, Boomi, Talend or Actian DataConnect strongly recommended.
    • Linux installation and administration skills a plus.
    • Salesforce and Jira experience a plus.
    • Can quickly grasp and learn new technologies.
    • Business travel of approximately 10 or less percent yearly is expected for this position.


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