Customer Engineer
Provides hands-on technical support for enterprise customers, troubleshooting cloud MDM configurations, integrations, APIs, code, and distributed data systems. The role requires a bachelor's degree and at least three years of experience in customer-facing SaaS, cloud, MDM, and engineering or support environments.
About the job
Responsibilities
- Provide expert technical support to high-value customers and partners, resolving complex issues and proactively ensuring system health.
- Handle technical configuration, workflow compilation, Lambda code debugging, integrations, and JSON-related issues.
- Research, reproduce, troubleshoot, and resolve customer questions, tasks, and problems.
- Develop alternate solutions and use independent judgment to achieve prompt issue resolution.
- Serve as a subject-matter expert on multiple product features and support solutions at scale.
- Meet with clients to analyze, troubleshoot, and diagnose problems.
- Participate in rapid-response teams with Engineering and DevOps, representing customer needs and feedback.
- Monitor tenant-level alerting tools and participate in escalation-prevention communications.
- Provide product and service enhancement feedback to Engineering, Product Management, Sales, and Marketing.
- Stay current on product functionality, dependencies, architecture, and operational impact.
- Participate in a 24/7 on-call rotation and provide after-hours support for critical issues.
- Share best practices, improve technical-support quality and efficiency, and contribute to the knowledge base.
- Proactively communicate to prevent escalations and negative customer satisfaction.
- Author technical documentation covering common issues and solutions.
- Support rotational or as-needed weekend shifts.
- Lead support initiatives that improve the organization and team.
Requirements
- Bachelor's degree in Computer Science or an equivalent field.
- 3+ years of experience with on-premises or cloud MDM solutions.
- 3+ years of experience supporting enterprise SaaS products in a customer-facing role.
- 3+ years of experience with public clouds and their services, including AWS, Google Cloud, or Azure.
- 3+ years of experience with REST APIs and integration tools.
- 3+ years of experience as a software engineer, support engineer, or solutions engineer supporting enterprise applications.
- Experience with data management, master data management, analytics, and big data platforms.
- Hands-on programming experience, such as Python or Java.
- Experience with object-oriented design, data structures, algorithm design, problem-solving, and complexity analysis.
- Experience developing and debugging RESTful APIs and using Postman.
- Experience with web UI development using JavaScript frameworks.
- Working knowledge of scalable and distributed data systems, distributed file systems, Java, and cloud technology.
Nice to Have
- Master's degree in Computer Science or equivalent experience.
- Experience with NoSQL databases such as Cassandra, Elasticsearch, or DynamoDB, and distributed indexes.
Skills
AWS, GCP, Microsoft Azure, REST APIs, Postman, Python, Java, JavaScript, MDM, NoSQL, Cassandra, Elasticsearch, DynamoDB, JSON, AWS Lambda
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