Remote job
Level 2 – Technical Support Engineer
Job details
About this role
Role overview Take ownership of complex, escalated customer issues for a Master Data Management platform running natively on a leading data intelligence platform. The position involves deep technical troubleshooting across the full platform stack, including data pipelines, entity matching, and survivorship logic, working directly with engineering, QA, and product teams. It is a self-directed, analytical role for someone who enjoys root-cause investigation and improving system stability.
Responsibilities
- Own tickets escalated from Level 1 support and perform in-depth root cause analysis across the platform stack, from ingestion and blocking through entity matching, survivorship, and golden record creation. - Analyze logs, query data directly, and reproduce issues in isolated environments to identify and resolve failures. - Diagnose problems across data pipelines, entity resolution, survivorship rules, and platform integrations. - Collaborate with engineering, QA, and product teams to escalate confirmed bugs with clear context and validate fixes. - Monitor system health proactively, support complex customer configurations, and contribute to internal documentation and troubleshooting runbooks.
Requirements
- Several years of experience in technical support, data engineering, or a related discipline, ideally supporting enterprise customers. - Hands-on experience with data pipelines, SQL, and log analysis on Databricks, Apache Spark, or similar platforms. - Working knowledge of cloud environments, including Azure Entra ID and Azure networking concepts. - Strong analytical, debugging, and written communication skills, with the ability to document findings clearly. - Experience supporting enterprise-grade customers or high-availability data systems.
Nice to have
- Background in healthcare data, financial services data, or other regulated data domains. - IT certifications such as ITIL Foundation or Databricks Certified Associate.
Benefits and work setup
- Full-time role based in the USA, fully remote.