Customer Engineer

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 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.
• 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 and develop best practices, contribute to knowledge base.
• Proactively communicate to avoid escalations.
• Author technical documents on common issues.
• 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 engineer, support engineer, 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 and debugging, Postman.
• Web UI development with JavaScript frameworks.
• Working knowledge of scalable distributed data systems (distributed file systems, Java, cloud).

Skills That Are Nice to Have

• MS in computer science or equivalent.
• Experience with NoSQL databases (Cassandra, Elastic Search, DynamoDB), distributed indexes.