Product Support Engineer

2-5+ years in technical support, platform support, DevOps/SRE support, or data platform operations. Experience troubleshooting distributed systems, cloud-native platforms, and data pipeline workflows. Exposure to cloud platforms (AWS, Azure, or GCP). Experience interacting directly with customers in a technical capacity. Prior involvement in incident management and root cause analysis. Proficiency in core data tools: Spark, Trino, Airflow, NiFi, Ranger, DataHub, Iceberg. Familiarity with infrastructure and observability: Kubernetes, Terraform (preferred), Linux, Git, monitoring tools (Grafana, Prometheus, Datadog, ELK/OpenSearch, CloudWatch/Stackdriver). Shell scripting (Bash) and at least one scripting language (Python preferred). Strong communication skills, calm, empathetic, and methodical troubleshooting style. Ability to work from architecture diagrams, logs, and ambiguous problem descriptions. Comfort working across teams: Engineering, Customer Success, Delivery, and Product.

Serve as primary contact for NexusOne technical support issues. Diagnose and resolve issues across distributed systems. Troubleshoot platform errors, pipeline failures, and configuration issues. Support customer onboarding, environment setup, and production readiness. Provide hands-on assistance during customer deployments and upgrades. Maintain and monitor internal NexusOne environments. Respond to incidents, perform root cause analysis, and document findings. Escalate critical issues to Engineering with clear detail. Identify recurring issues and product gaps to share with Product and Engineering teams. Suggest improvements to documentation, support workflows, and tooling.