Customer Engineer
Provides advanced technical support and troubleshooting for high-value customers, including configuration, integrations, workflow compilation, and code debugging. The role requires Python and Java programming, cloud knowledge, strong analytical skills, and participation in an on-call rotation.
About the job
Responsibilities
- Provide expert technical support to high-value customers and partners, resolving complex configuration, workflow, integration, and code-debugging issues.
- Research, reproduce, troubleshoot, and resolve customer technical issues while developing alternate solutions and workarounds.
- Attend client meetings to analyze, troubleshoot, and diagnose problems.
- Serve as a subject matter expert on multiple product features and ensure ticket investigation and resolution quality.
- Monitor tenant-level alerting tools and participate in rapid-response teams with Engineering and DevOps.
- Communicate customer feedback and product enhancement requests to Engineering, Product Management, Sales, and Marketing.
- Maintain current knowledge of product functionality, dependencies, architecture, and operational impact.
- Participate in a 24/7 on-call rotation and rotational or as-needed weekend support.
- Share best practices, author technical documentation, and contribute to the knowledge base and communities.
- Proactively communicate to prevent escalations and improve customer satisfaction and product adoption.
Requirements
- Bachelor’s degree in Computer Science or an equivalent field.
- Completion of two or more internships during undergraduate or graduate studies.
- Programming experience with Python and Java.
- Solid understanding of cloud technologies.
- Strong troubleshooting, debugging, problem-solving, and analytical skills.
- Demonstrated motivation to learn and adopt new technologies, including relevant certifications.
Nice-to-haves
- Master’s degree in Computer Science or equivalent experience.
- Experience with NoSQL databases such as Cassandra, Elasticsearch, or DynamoDB.
- Knowledge of distributed indexes, object-oriented programming and design, data structures, and algorithms.
- Experience with data management, master data management, analytics, and big-data platforms and technologies.
Compensation
- Overall market range: $61,000–$138,000 USD annually.
Skills
Python, Java, Cloud Technologies, Troubleshooting, Debugging, Nosql Databases, Cassandra, Elasticsearch, DynamoDB, Distributed Indexes, Object-Oriented Programming, Data Structures, Algorithms, Master Data Management, Big Data
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