Technical Support Engineer

Responsibilities

Technical Support

• Provide support for standard and custom deployments
• Answer break/fix and non-break/fix technical questions through SFDC ticketing system
• Efficiently reproduce reported issues by leveraging tools (minikube, minitrino, docker-compose, etc.), identify root causes, and provide solutions
• Open SEP and Galaxy bug reports in Jira and feature requests in Aha!

LTS Upgrades

• Provide upgrade support upon customer request
• Ensure customer is on a supported LTS version at the time of request
• Communicate unsupported LTS requests to the Account team as these require PS services

Monthly Technical Check-ins

• Conduct regularly scheduled technical check-ins with each BU
• Discuss open support tickets, provide updates on product bugs and provide best practice recommendations based on observations and ticket trends
• Ensure customer environments are on supported LTS versions

Knowledge Sharing/Technical Enablement

• Contribute to reference documentation
• Lead peer training
• Act as consultant to content teams
• Own personal technical education journey

Project Involvement

• Contribute to or drive components of departmental and cross-functional initiatives

Partner with Leadership

• Identify areas of opportunity with potential solutions for inefficiencies or obstacles within the team and cross-functionally
• Provide feedback to manager on continued education opportunities, project ideas, etc.

Requirements

• 5+ years of support experience
• 3+ years of Big Data, Docker, Kubernetes and cloud technologies experience
• Ability to travel 25% for new hire onboarding, team offsites, customer engagements, and company events

Skills

• Big Data (Hadoop, Data Lakes, Spark)
• Docker and Kubernetes
• Cloud technologies (AWS, Azure, GCP)
• Security - Authentication (LDAP, OAuth2.0) and Authorization technologies
• SSL/TLS
• Linux Skills
• DBMS Concepts/SQL Exposure
• Languages: SQL, Java, Python, Bash