Job Summary
The Technical Support Engineer (TSE) acts as a SME for a book of enterprise
accounts. The TSE is responsible for answering all technical questions within both standard
and custom deployment environments and assisting with supported LTS upgrades. The TSE is
also responsible for peer training and development, personal continued education, and
contributing to our reference documentation. They will coordinate closely with Support
leadership, Engineering, Product and Accounts teams to ensure our customers receive a value
driven enterprise experience.
A TSE is able to work independently, with minimal guidance, and demonstrates an expert
degree of proficiency in both SEP and Galaxy.
Responsibilities
- Technical Support:
- Provide support for standard and custom deployments
- Answer break/fix and non-break/fix technical questions through SFDC ticketing
system
- Efficiently reproduce reported issues by leveraging tools (minikube, minitrino,
docker-compose, etc.), identify root causes, and provide solutions
- Open SEP and Galaxy bug reports in Jira and feature requests in Aha!
- LTS Upgrades:
- Provide upgrade support upon customer request
- Customer must be on a supported LTS version at the time of request
- TSE must communicate unsupported LTS requests to the Account team
as these require PS services
- Monthly Technical check-ins
- Conduct regularly scheduled technical check-ins with each BU
- Discuss open support tickets, provide updates on product bugs and
provide best practice recommendations based on your observations and
ticket trends
- Responsible for ensuring customer environments are on supported LTS
versions
- Knowledge Sharing/Technical Enablement: Knowledge exchange and continued
technical enablement are crucial for the development of our team and the customer
experience. It's essential that we keep our product expertise and documentation
current and that all team members have access to information.
- Contribute to our reference documentation
- Lead peer training
- Consultant to our content teams
- Own your personal technical education journey
- Project Involvement
- Contribute to or drive components of departmental and cross functional
initiatives
- Partner with Leadership
- Identify areas of opportunity with potential solutions for inefficiencies or
obstacles within the team and cross-functionally
- Provide feedback to your manager on continued ed. opportunities, project
ideas, etc.
Requirements
- 5+ years of support experience
- 3+ years of Big Data, Docker, Kubernetes and cloud technologies experience
Skills
- Big Data (Teradata, Hadoop, Data Lakes, Spark)
- Docker and Kubernetes
- Cloud technologies (AWS, Azure, GCP)
- Security - Authentication (LDAP, OAuth2.0) and Authorization technologies
- SSL/TLS
- Linux Skills
- DBMS Concepts/SQL Exposure Languages: SQL, Java, Python, Bash
Benefits
Why Join Us?
-
Work with a globally recognized team on cutting-edge AI/ML projects.
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Be a part of a culture that values curiosity, continuous learning, and impact.
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Opportunity to collaborate with Fortune 500 clients and industry leaders.
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Grow your career by becoming an instructor and sharing your knowledge worldwide.
