Associate Customer Engineer

About the Role

The Associate Customer Engineer provides expert technical support to high-value customers and partners, resolving complex issues and proactively ensuring system health. They also mentor customer engineers and share knowledge to enhance customer satisfaction and product improvement.

Key Responsibilities

• Handle highly complex technical problems for customers, including technical configuration, workflow compilation, lambda code debug, integration, and JSON knowledge. Primarily for concierge and premier success plan customers.
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
• Provide alternate solutions and exercise independent judgment in developing methods, techniques, and evaluation criteria for prompt issue resolution.
• Provide high-quality customer engineering assistance resulting in high customer satisfaction.
• Serve as a subject matter expert in multiple product features for supporting, enhancing, and fixing solutions.
• Attend client meetings to analyze, troubleshoot, and diagnose problems.
• Resolve customer issues and ensure appropriate ticket investigation and resolution quality.
• Share and develop best practices with team members to enhance the quality and efficiency of technical support and contribute to the knowledge base.
• Participate in rapid response teams with engineering and DevOps to represent the customer in communications and feedback.
• Actively monitor tenant-level alerting tools and participate in collaborative communications for escalation prevention.
• Provide input on product and service-related enhancement requests to Engineering, Product Management, Sales, and Marketing teams to improve customer success and drive adoption.
• Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture, and its operational impact.
• Participate in a 24/7 on-call rotation, providing after-hours support for critical issues.
• Enhance the quality and efficiency of technical support and contribute to the knowledge base.
• Proactively communicate to avoid escalations and negative customer satisfaction.
• Author technical documents on common issues and solutions to build the knowledge base and participate in communities.
• Support weekend shifts on a rotational/as-needed basis.
• Other duties and responsibilities as assigned.

Requirements & Tech Stack

• Programming: Python, Java
• Cloud Technologies: Solid understanding
• Technical Configuration
• Workflow Compilation
• Lambda Code Debug
• Integration
• JSON knowledge
• NoSQL databases (e.g., Cassandra, Elastic Search, DynamoDB preferred)
• Distributed indexes
• Object-oriented programming and designs
• Data Structures and Algorithms
• Data management
• Master data management (MDM)
• Analytics
• Big data platforms and technologies

Qualifications

• Bachelor's degree in Computer Science or equivalent field of study.
• Completed two or more internships during undergraduate or graduate studies.
• Motivated to learn and adopt new technologies, demonstrated by having taken certifications.
• Troubleshooting and debugging skills, demonstrated by curiosity in determining solutions and workarounds.
• Problem-solving and analytical skills.
• MS in computer science or equivalent experience preferred.
• Experience in data management, master data management, analytics, and big data platforms and technologies is a plus.