Technical Support Engineer

Role overview Provide technical support for enterprise customers running standard or customized data-platform deployments. The role combines troubleshooting and upgrade guidance with proactive technical check-ins, documentation, peer enablement, and cross-functional work to improve customer outcomes and support practices.

Responsibilities - Investigate customer questions and incidents, reproduce reported problems, identify root causes, and communicate solutions through a ticketing process. - Support eligible long-term-support version upgrades and coordinate requests for unsupported versions with account teams. - Hold regular technical reviews with customer groups, covering open cases, product issues, best practices, and version support status. - File product defect reports and feature requests with the relevant internal teams. - Contribute to reference documentation, advise content teams, and lead knowledge-sharing or peer training. - Help deliver departmental initiatives and identify opportunities to address team or cross-functional obstacles.

Requirements - At least five years of technical support experience. - At least three years working with big-data systems, containers, Kubernetes, and cloud technologies. - Practical knowledge of Hadoop, data lakes, or Spark; Docker and Kubernetes; and AWS, Azure, or Google Cloud. - Familiarity with Linux, SQL and database concepts, and authentication or authorization methods such as LDAP or OAuth 2.0. - Understanding of SSL/TLS and exposure to languages or scripting tools such as SQL, Java, Python, or Bash. - Ability to travel in person, with travel expected to be around 25% depending on business needs.

Benefits and work setup - The role is based in the Pacific time zone and includes customer engagements, onboarding, and team events that require travel. - Compensation includes equity, with benefits such as flexible paid time off and other support.