Senior Technical Support Engineer (Remote)

5+ years of experience in technical support or customer facing roles Extensive working knowledge on Linux platforms and system administration Strong troubleshooting skills and technical knowledge to logically approach problems Good understanding and working knowledge of big data platform ecosystems and distributed systems Good understanding and working knowledge of relational database management and proficiency in SQL Excellent writing and communication skills with an attention to detail Team player and always ready to help

Deep troubleshooting and resolving customer issues on Imply Druid platform within Service Level Agreements Responsible for attending to operational issues on Imply’s SaaS offering (Polaris), Imply Hybrid hosted on AWS infrastructure, and self hosted clusters on major Cloud platforms such as AWS, GCP, and Azure Diagnosing, reproducing, and resolving a wide range of customer issues on the Imply Druid platform that includes Pivot, Clarity, backend DB (Mysql, postgres), deep storage (HDFS, S3, Azure blob, etc) and ZooKeeper services Writing technical content in the form of knowledge-based articles dedicated to operational efficiency Ensure issues and time spent are tracked and documented appropriately in the Zendesk ticketing system Assess the level of business impact of issues/product defects/feature requests reported by customers and create detailed reports in Jira to share with the Engineering team Describe ongoing problems, bugs and flag discrepancies in expected behavior when Engineering assistance is needed Work closely with the members of Engineering, Customer Success Management, and Customer Architect teams to help drive customer issues to resolution Participation in an on-call rotation to cover after-hours and weekend/holidays escalations