Customer Support Engineer - Tier 1
April 13
🏡 Remote – Anywhere in California
Description
• Responsible for supporting our Galaxy customers as they submit how-to questions and break/fix problems • Recommend approaches ranging from configuration guidance to troubleshooting security, and integration-related issues to ensure customers can maximize their experience using Trino • Liaise with other teams to ensure customers are serviced appropriately and in a timely fashion
Requirements
• Cloud technologies (AWS, Azure, GCP) • Big Data (Hadoop, Data Lakes, Spark) • Experience in the design and implementation of cloud architectures, leveraging AWS, Azure, or GCP services to meet customer requirements • Experience maintaining stability, reliability, and performance of cloud-based systems or implementing best practices for monitoring, scaling, and optimization. • Docker and Kubernetes • Security (LDAP, OAuth2.0, Authorization, SSL/TLS) • Familiarity with languages like; Java, Bash, Python, and SQL
Benefits
• Respond to and resolve Galaxy customer inquiries via chat, email, or call session, within specified SLA windows • Troubleshoot and debug complex problems, collaborating with cross-functional pre- and post-sales teams to align internally, identify root causes, and implement solutions to ensure customer satisfaction • Escalate and manage escalated issues with our Support Leadership team and Engineering to ensure positive outcomes for our customers • Contribute to our customer-facing self-serve knowledge base • Enthusiastically participate in ongoing personal learning including active participation in team training and development • Eagerness to learn and understand containerized environments to help support smooth deployments and orchestration of applications • Demonstrate strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving technical issues
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