Staff Customer Engineer

Job Duties And Responsibilities

Leverage deep expertise in Reltio data management to architect, troubleshoot, and optimize complex customer problems. Quickly diagnose and resolve intricate technical issues, proactively identifying potential roadblocks and devising creative solutions.
Collaborate with team members to triage, troubleshoot, and resolve complex customer issues efficiently and effectively. Streamline workflows and improve response times and resolution times.
Guide and mentor a team of customer engineers, fostering their growth through technical reviews, pair problem solving, and knowledge sharing. Empower team members to develop their technical skills and problem-solving abilities.
Proactively identify and address recurring problems, contribute to knowledge base articles, and implement solutions that enhance product stability and reduce customer effort.
Responsible for meeting aggressive SLA, ticket closure targets globally 24x7x365 a day in a SaaS environment.
Collaborate with cross-functional teams (e.g., Product Development, Engineering, Customer Success, etc) to address customer issues, prioritize bug fixes, and influence product improvements.
Maintain a strong understanding of service level agreements and work diligently to meet or exceed these targets, ensuring timely responses and resolutions.
Develop and implement best practices for incident management, problem resolution, and knowledge sharing within the support team.
Stay up-to-date on platform knowledge and new features, actively participating in training and sharing knowledge with the team.
Conduct regular technical performance reviews, set goals, and foster a culture of continuous learning and improvement among team members.
Act as a point of escalation for complex customer issues, providing technical guidance and working closely with engineers to resolve critical problems.
Monitor customer feedback and sentiment, identify trends, and proactively address recurring issues to enhance overall customer experience.
Other duties and responsibilities as assigned.

Skills You Must Have

Bachelor of Science in computer science or equivalent experience
8+ years of experience in programming (Java, Javascript, Phyton)
8+ years of experience developing Master Data Management (MDM) software with several full life cycle implementations in Reltio Cloud or similar platforms
8+ years of experience with enterprise-focused applications including data management, analytics, and big data platforms and technologies with MDM, AWS, GCP, Azure, Reltio Cloud 
Proven success in hands-on design and implementation of large-scale enterprise systems.
Deep understanding of object-oriented design (OOD), data structures, algorithms, and performance optimization.
Strong understanding of performance and profiling techniques of complex systems
Experience with web UI analysis and development with JavaScript frameworks 
Strong experience debugging Java server-side applications (logs, thread dumps, connectivity).
Hands-on knowledge of scalable and distributed data systems using distributed file systems, Java, and cloud technology 
Experience with NoSQL databases (Cassandra and DynamoDB preferred), distributed indexes 
Experience in providing high-level scalable design solutions
The ideal candidate will demonstrate the ability to navigate challenging conversations with technical and non-technical audiences.
Excellent communication skills, ability to clearly articulate technical concepts to both technical and non-technical stakeholders

Technical Skills You Must Have

Expertise implementing/ developing Master Data Management (MDM) software with several full life cycle implementations in Reltio Cloud or similar platforms
Hands-on experience with Public Clouds AWS/GCP/Azure and their services.
Experience with REST APIs and have solid experience in using Postman, Curl etc.;
Experience with Analytical storages Snowflake, GoogleBigQuery etc;
Experience in observability and monitoring tools such as logDNA, Splunk, CloudWatch etc;
Java, Python and/or API experience preferred.
Expertise working with data integrations, data management and warehousing systems at enterprise level
Experience with support ticketing systems (e.g., Zendesk, ServiceNow) and customer relationship management (CRM) tools.