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SQL Support Engineer

| Austin
The SQL Support Engineer provides ETL and product engineering support to customers and internal services teams. This position is responsible for resolving Tier 2 technical support issues by troubleshooting broken ETL workflows, implementing SQL code changes to our ETL data pipeline, and building custom filters in our products based on customers’ business logic. The SQL Support Engineer ensures all matters reach full-circle resolution by thoroughly tracking the lifecycle of an issue while maintaining strong lines of open communication with the customer. You will also help build and maintain data engineering and product documentation.
The SQL Support Engineer will work as part of the Customer Support team within the Data Engineer department at Civitas Learning. The primary functions of the Customer Support team are to maintain production data freshness and accuracy in customers’ apps, maintain app usability, and implement custom coding solutions post-deployment.
Primary Responsibilities
  • Provide engineering and product support via email and phone to customers and internal teams
  • Read and write complex multi-table SQL statements, optimizing for efficiency and minimizing technological risk
  • Reproduce and diagnose the cause of product/data defects by investing app behavior, tracing to underlying database, and identifying cause in SQL code base
  • Develop and debug ETL data transformations to map customer data systems into our canonical data schema using SQL
  • Gather information and prescribe customer steps to resolution for expected vs. actual outcomes
  • Monitor production environments such as data feeds and SLA uptimes.
  • Gather customer requirements and business logic and translate into SQL logic for use in custom data views and filters
  • Develop and debug data extract and ingest behavior using AWS and Linux cloud-based tools
  • Create technical documentation to serve as a knowledge base for handling recurring support and data engineering needs
  • Ensure partner inquiries are responded to within established timeframes and support service levels are achieved
  • 2+ years experience in technical support or equivalent customer-facing role with a track record of increased responsibility
  • Experience reading and writing complex SQL logic
  • Experience working from a Linux command-line
  • Ability to navigate SIS, LMS, and homegrown databases for root cause problem identification and analysis
  • Possess advanced customer relations skills to de-escalate situations and build customer trust
  • Excellent written, verbal, and listening skills to convey complex technical issues to appropriate audiences correctly for action or education
  • Demonstrated experience learning new technical skills or product quickly
  • Demonstrated appetite for working on vague technical problems with minimal guidance or training
  • Experience in a tightly-knit team environment
Nice to Have Skills
  • ETL pipeline development
  • AWS (EC2, S3, Redshift)
  • PeopleSoft, Banner, Colleague or Degree Works databases
  • Python and/or Java
About Civitas Learning:
Civitas Learning partners with universities and colleges dedicated to helping more students learn well and finish strong. We provide tools and services for educators that bring together and make the most of their diverse and disconnected data streams; personalize information and support for their students; and deepen understanding of the impact of their student-success initiatives. Through our work together, our partners are empowering leaders, advisors, faculty, & students—and measurably improving enrollment, persistence, and graduation outcomes.
Today, Civitas Learning has more than 350 colleges and universities as customers, serving nearly 8 million students. Together with our growing community of customers, Civitas Learning is making the most of the world’s learning data to graduate a million more students per year by 2025.
Civitas Learning is located in the heart of downtown Austin, directly across from Lady Bird Lake and the Austin Hike and Bike Trail. Civitas offers a comprehensive benefits package including a company-wide bonus program, medical, dental, vision, disability insurance, onsite paid parking, 401-K Program and a flexible paid time off policy. Civitas Learning is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases


We're in the heart of downtown Austin near great restaurants and watering holes. We also love our view of Lady Bird Lake.

What are Civitas Learning Perks + Benefits

Civitas Learning Benefits Overview

Civitas Learning offers medical, dental, and vision insurance as well as a 401k plan. We also have a generous flexible, paid time off policy. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Our FSA allows you to utilize pre-tax dollars to pay for eligible medical, dental, and vision expenses. The pre-tax contribution amount for 2018 is up to $2,650.
Disability Insurance
We offer short and long term disability coverage.
Dental Benefits
Keep your teeth clean! Our dental plan covers 100% of the cost of preventative care, including x-rays.
Vision Benefits
Our vision insurance plan provides 100% coverage for annual eye exams and lenses after a $10 copay. Frames and contact lenses are covered up to $130.
Health Insurance Benefits
We offer comparable health insurance plans and are fully insured. Offering both an HSA (with employer contribution) and an FSA.
Life Insurance
We cover basic life insurance with additional options to purchase individual and dependent plans.
Pet Insurance
We love pets so we offer pet insurance to cover your dog or cat for accidents, illnesses, wellness care and more.
Wellness Programs
We promote healthy habits so we partner with Global Fit to offer various wellness programs and discounts.
Onsite Gym
Our corporate headquarters offers an onsite gym to employees to get their workout on!
Retirement & Stock Options Benefits
We provide employees with a 401(k) option and auto enroll new employees at a 5% contribution.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family is important. Primary caregivers receive 100% of wages for 12 weeks with the option to take an additional 4 weeks unpaid. Secondary caregivers receive 100% of wages for 4 weeks.
Flexible Work Schedule
We offer a flexible work day schedule to all employees, pending their manager's discretion.
Remote Work Program
We allow employees to occasionally work remotely, pending their manager's discretion.
Family Medical Leave
We offer up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Vacation & Time Off Benefits
Unlimited Vacation Policy
We trust our employees to get their work done and take off time as needed, which is why we offer a paid, open leave vacation policy.
Paid Volunteer Time
Paid Holidays
We offer all employees paid time off to observe all major holidays.
Paid Sick Days
We offer paid sick days for all employees.
Perks & Discounts
Casual Dress
We are here to do great work - jeans and all!
Company Outings
Stocked Kitchen
We have a fully stocked kitchen including unlimited snacks, hot & cold brew coffee, tea, soda, and all of the flavored LaCroix you can handle.
Some Meals Provided
We provide catered lunches on Wednesdays and breakfast on Fridays.
Happy Hours
Our employees don't worry about where they will park—we cover garage or lot parking. For those who bike or ride to work, we offer a stipend.
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

In addition to all of the wonderful perks and benefits we offer employees, we also have a diverse culture committee who's sole mission is to work together, with mutual respect of all perspectives, differences, and approaches, in advocacy of the current and future culture at Civitas Learning.

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