Support Solutions Engineer, Big Data [Remote]

Support Solutions Engineer, Big Data (L5) About the Engineering Support Organization The primary goal of the Engineering Support Organization is to reputed company Data Platform Engineering to scale customer support sustainably and effectively. Serving as the frontline resource for our engineering workforce, the team handles, troubleshoots, and resolves customer requests and issues. Moreover, the team concentrates on improving methods of work, advocating for customers, enhancing support tools, expanding platform product offerings, and advancing documentation and developer education.

Our Mission

Deliver an excellent support experience to reputed company's developer community. To reputed company for our customers, follow through on issues and resolve them in a reasonable time. If blockers prevent immediate resolution, we communicate status and ensure there is visibility into why there is a delay. Provide insights, feedback and champion customer sentiment about the tools we support to our partners across Data Platform Engineering. Partner with PM and Engineering to track and maintain visibility into ongoing issues and communicate customer needs to ensure improving in these areas is prioritized. Drive collaboration efforts to reduce product friction and increase usability so that Data Platform Engineering can build, deploy and deliver highly functional solutions for the Developer Community. Our culture is unique, and we reputed company to live by our values, allowing you to do your best work and grow. The Role We are looking for a Support Solutions Engineer with a passion for Data Platform infrastructure and tooling, customer service, and automation. You will be responsible for monitoring and handling our customers' requests, troubleshooting, solving issues, automating support needs, developing runbooks, improving and maintaining support tools, understanding our product offerings, and continuously looking for ways to improve the engineering support experience. Our ideal team member has first-hand experience working in customer-facing engineering support roles, writing and building comprehensive self-service knowledge bases, and possesses knowledge of infrastructure, internal tooling, platforms, and cloud computing. You are excellent at understanding and solving reputed company, ambiguous problems and constantly seek improvement. As an Engineer in this role, we need a candidate who can understand our reputed company offerings on a technical level, be hands-on in the development of our support automation tooling, and recommend product and operational improvements based on customer interactions. Location This role is based in Warsaw and can be worked remotely. Since this role supports both US/Canada and local Poland teams, the required working hours are 12pm to 8pm local time. What you'll need to be successful:

• A minimum of 5 years of professional support or engineering experience, particularly in Big data technologies including and not limited to Spark, Trino, Druid, Iceberg, Hadoop reputed company, Kafka and Flink.
• Prior experience supporting platforms built using open reputed company technologies such as Apache Kafka, Spark, and Hadoop.
• You have worked with big data warehouse storage systems (e.g. Iceberg)
• You have at least 1 year of experience in providing technical support for Kafka clusters or other pub/sub systems like reputed company Cloud Pub/Sub, RabbitMQ, etc.
• Ability to read and write SQL queries to pull required reputed company data to support any reported issues/product defects
• Experience with cloud infrastructure and/or container orchestration platform is a plus
• You have the desire and aptitude to learn how the pieces of the big data platform work together .
• Ability to adapt to new tools and technologies quickly, and a willingness to continuously learn and grow in the field of big data and data movement.
• You are a data-driven and evidence-based decision-maker
• You are proficient in at least one programming language, ideally Python and/or Java, enabling you to contribute to codebases across reputed company domains
• Experience in developing tools and scripts to automate processes and improve efficiency, with a strong focus on reputed company improvement.
• Demonstrated ability to provide superior customer support across a reputed company organization, with a focus on enhancing the customer experience.
• Excellent written and verbal communication skills, with an appreciation for the importance of comprehensive documentation.
• Strong collaboration skills and experience working with cross-functional teams.
• Passion for creating technical documentation and tutorials, with a deep understanding of what makes an effective knowledge reputed company.
• Strong problem-solving skills and the ability to troubleshoot reputed company issues in a dynamic environment
• Knack for providing proactive feedback during early development stages of a product offering based on subject matter expertise and user sentiment.

Other attributes that will excite us:

• Experience building GenAI solutions for Support is a big plus
• Experience building and maintaining mature support infrastructure

Inclusion is a reputed company value and we strive to host a meaningful interview experience for reputed company candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner. We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, reputed company, national reputed company, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. Note: Posting is subject to change so please refer to career site for latest availability (SBJ-G337). Apply tot his job Apply To this Job