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Principal Technical Support Engineer
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About this role
Role overview Support government and public-sector customers running mission-critical data platform environments. As a senior, hands-on technical resource, you’ll own complex cases through resolution, coordinate urgent incidents, and work across customer and internal teams to diagnose system, operational, and data issues—even where access to systems or diagnostic files is restricted.
Responsibilities - Manage complex support cases from intake and investigation through resolution, keeping customers informed along the way. - Troubleshoot data platform and infrastructure issues across on-premises, cloud, and restricted government environments. - Coordinate urgent incidents and collaborate with support, engineering, product, professional services, and account teams. - Guide customers through diagnostic steps when direct access or electronic transfer of logs and samples is limited. - Apply expertise in MarkLogic, Semaphore, and enterprise data management to resolve customer problems. - Contribute senior technical guidance to the support team and help customers operate their environments reliably.
Requirements - Deep technical experience with the platform’s data management products, especially MarkLogic and Semaphore. - Strong troubleshooting skills across databases, data platforms, and enterprise infrastructure. - Experience managing complex customer support cases and coordinating time-sensitive incidents. - Clear customer communication and disciplined case documentation. - Ability to investigate effectively in controlled environments with limited system access or file transfer. - Eligibility to work in a remote U.S.-based role supporting government customers.
Benefits and work setup - Remote role based in the United States. - Base salary range of $115,000–$130,000, with eligibility for an annual performance-based bonus. - Benefits include medical, dental, vision, life and disability coverage; a 401(k), tuition reimbursement, paid vacation and holidays, parental leave, and well-being resources.