We are seeking an experienced and driven Senior Support Engineer to join our Global Customer Support team. In this role, you will be responsible for investigating, diagnosing, and resolving complex customer issues with the Real-time Data Platform. Youll work closely with engineering, technical writers, and client services to deliver exceptional support and help customers achieve success with at scale.
What Youll Do:
Troubleshoot and resolve technical issues for customers across diverse environments (cloud, hybrid, on-prem).
Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement.
Participate in real-time customer remediation efforts and live incident resolution.
Act as a customer advocate to ensure timely and accurate issue resolution.
Support enterprise customers with mission-critical systems and real-time data use cases.
Assist with new deployments, configuration guidance, and performance tuning.
Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities.
Contribute to a collaborative, agile, and globally distributed support team.
What Youll Do:
Troubleshoot and resolve technical issues for customers across diverse environments (cloud, hybrid, on-prem).
Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement.
Participate in real-time customer remediation efforts and live incident resolution.
Act as a customer advocate to ensure timely and accurate issue resolution.
Support enterprise customers with mission-critical systems and real-time data use cases.
Assist with new deployments, configuration guidance, and performance tuning.
Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities.
Contribute to a collaborative, agile, and globally distributed support team.
Requirements:
Proven experience (7-10+ years) in technical support, systems engineering, or related roles.
Deep proficiency with Linux (certification is a strong plus).
Solid understanding of distributed systems and high-availability environments.
Hands-on experience with NoSQL or similar database platforms (Aerospike experience is a bonus).
Familiarity with hybrid and cloud infrastructure (AWS preferred).
Excellent problem-solving and diagnostic skills; ability to troubleshoot complex technical issues.
Strong written and verbal communication skills.
Comfortable in a dynamic environment; self-starter with a growth mindset.
Participate in on-call rotation for after-hours, holiday, and weekend support coverage
Nice to Have
Previous experience in enterprise software technical support.
Exposure to Kubernetes, Docker, or other container orchestration systems.
AWS certification or experience with large-scale cloud deployments.
Education
Bachelors degree in Computer Science, Engineering, or a related technical field-or equivalent practical experience.
Proven experience (7-10+ years) in technical support, systems engineering, or related roles.
Deep proficiency with Linux (certification is a strong plus).
Solid understanding of distributed systems and high-availability environments.
Hands-on experience with NoSQL or similar database platforms (Aerospike experience is a bonus).
Familiarity with hybrid and cloud infrastructure (AWS preferred).
Excellent problem-solving and diagnostic skills; ability to troubleshoot complex technical issues.
Strong written and verbal communication skills.
Comfortable in a dynamic environment; self-starter with a growth mindset.
Participate in on-call rotation for after-hours, holiday, and weekend support coverage
Nice to Have
Previous experience in enterprise software technical support.
Exposure to Kubernetes, Docker, or other container orchestration systems.
AWS certification or experience with large-scale cloud deployments.
Education
Bachelors degree in Computer Science, Engineering, or a related technical field-or equivalent practical experience.
This position is open to all candidates.
