Customer Engineer
Provides expert technical support to high-value customers, resolving complex issues in data unification platforms, cloud services, APIs, and integrations. Requires 3+ years experience in enterprise SaaS support and public clouds (AWS/GCP/Azure).
About the job
Job Summary
Customer Engineer provides expert technical support to high-value customers and partners, resolving complex issues and proactively ensuring system health. They share knowledge to enhance customer satisfaction and product improvement.
Job Duties and Responsibilities
- Handle complex technical problems including technical configuration, workflow compilation, lambda code debug, integration, and JSON knowledge.
- Resolve all categories of customer technical issues through research, reproduction, and troubleshooting.
- Provide alternate solutions and exercise independent judgment for prompt issue resolution.
- Provide high-quality customer engineering assistance resulting in high customer satisfaction.
- Serve as subject matter expert in multiple product features for supporting, enhancing, and fixing solutions at scale.
- Attend client meetings to analyze, troubleshoot, and diagnose problems.
- Participate in rapid response teams with engineering and DevOps as customer-facing representative.
- Actively monitor tenant-level alerting tools and participate in escalation prevention.
- Provide input on product and service enhancements to Engineering, Product Management, Sales, and Marketing.
- Operate with minimal guidance on daily tasks.
- Stay up-to-date on product functionality, architecture, and operational impact.
- Participate in 24/7 on-call rotation and weekend shifts as needed.
- Share best practices, contribute to knowledge base, and author technical documents.
- Proactively communicate to avoid escalations.
- Lead support initiatives.
Skills You Must Have
- Bachelor's degree in Computer Science or equivalent.
- 3+ years experience with on-premise or cloud Data Unification solutions.
- 3+ years supporting enterprise SaaS products in customer-facing role.
- 3+ years with Public Clouds (AWS/GCP/Azure).
- 3+ years with REST APIs and integration tools.
- 3+ years as software, support, or solution engineer for enterprise applications.
- Experience in data management, master data management, analytics, big data platforms.
- Hands-on programming (Python, Java).
- Object-oriented design, data structures, algorithms, problem-solving.
- RESTful API development/debugging, Postman.
- Web UI development with JavaScript frameworks.
- Working knowledge of scalable distributed data systems.
Skills That Are Nice to Have
- MS in computer science or equivalent.
- Experience with NoSQL databases (Cassandra, Elastic Search, DynamoDB), distributed indexes.
Skills
AWS, GCP, Azure, REST APIs, Python, Java, JavaScript, JSON, Postman, NoSQL
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