Support Solutions Engineer, Data Platform, Big Data / Analytics

Job Description: • Monitoring and handling customers’ requests • Troubleshooting and solving issues • Automating support needs • Developing support documentation and runbooks • Improving and maintaining support tools and automation • Understanding product offerings • Continuously looking for ways to improve the engineering support experience • Advocating for customers, following through on issues and resolving them in a reasonable time • Providing insights and feedback to improve tools Requirements: • A minimum of 5 years of professional support or engineering experience, particularly in Big data technologies including and not limited to Spark, Trino, Druid, Iceberg, Hadoop framework, Kafka and Flink. • Prior experience supporting platforms built using open source technologies such as Apache Kafka, Spark, and Hadoop. • Worked with big data warehouse storage systems (e.g. Iceberg) • At least 1 year of experience in providing technical support for Kafka clusters or other pub/sub systems like Google Cloud Pub/Sub, RabbitMQ, etc. • Ability to read and write SQL queries to pull required complex data to support any reported issues/product defects • Prior Experience with cloud infrastructure and/or container orchestration platform • Desire and aptitude to learn how the pieces of the big data platform work together. • Ability to adapt to new tools and technologies quickly, and a willingness to continuously learn and grow in the field of big data and data movement. • Data-driven and evidence-based decision-maker. • Proficient in at least one programming language, ideally Python and/or Java, enabling you to contribute to codebases across related domains. • Experience in developing tools and scripts to automate processes and improve efficiency, with a strong focus on continuous improvement. • Demonstrated ability to provide superior customer support across a complex organization, with a focus on enhancing the customer experience. • Excellent written and verbal communication skills, with an appreciation for the importance of comprehensive documentation. • Strong collaboration skills and experience working with cross-functional teams. • Passion for creating technical documentation and tutorials, with a deep understanding of what makes an effective knowledge base. • Strong problem-solving skills and the ability to troubleshoot complex issues in a dynamic environment. • Knack for providing proactive feedback during early development stages of a product offering based on subject matter expertise and user sentiment. Benefits: • Health Plans • Mental Health support • 401(k) Retirement Plan with employer match • Stock Option Program • Disability Programs • Health Savings and Flexible Spending Accounts • Family-forming benefits • Life and Serious Injury Benefits • Paid leave of absence programs • Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off • Full-time salaried employees are immediately entitled to flexible time off Apply tot his job