Customer Engineer

Job Summary

A Customer Engineer provides expert technical support to high-value customers, resolving complex issues and proactively ensuring system health. They also play a key role in sharing knowledge to enhance overall customer satisfaction and product improvement.

Job Duties and Responsibilities

• Handle complex technical problems for our customers that include technical configuration, workflow compilation, lambda code debug, integration and JSON knowledge.
• Resolve all categories of customer technical issues (questions, tasks, and problems) through diligent research, reproduction, and troubleshooting per the organizational goals.
• Provide alternate solutions and exercise independent judgment in developing methods, techniques, and evaluation criteria that lead to prompt resolution of issues.
• Provide high-quality customer engineering assistance that results in high customer satisfaction.
• Serve as a subject matter expert in multiple product features for supporting, enhancing, and fixing solutions that support a rapidly growing business at a massive scale.
• Attend meetings with clients to analyze, troubleshoot and diagnose problems.
• Participate in rapid response teams that include engineering and DevOps to be the face of 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 back to Engineering, Product Management, Sales, and Marketing teams that will improve our customers' successful use of our products and drive adoption.
• Operates with minimal guidance on daily tasks and receives high-level directives when taking on new initiatives.
• 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.
• Share and develop best practices with team members to 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 if requested.
• Lead support initiatives for the betterment of the organization and team.

Skills You Must Have

• Bachelor's degree in Computer Science or equivalent field of study.
• 3+ years of experience with on-premise or cloud Data Unification solutions.
• 3+ years of experience supporting enterprise products in SaaS in a customer-facing role.
• 3+ years of experience with Public Clouds AWS/GCP/Azure and their services.
• 3+ years of experience with REST APIs and integration tools.
• 3 + years of previous experience as a software engineer, support engineer, or solution engineer supporting Enterprise-focused applications.
• Experience in data management, master data management, analytics, and big data platforms and technologies.
• Experience in hands-on programming (ex. Python, Java).
• Experience in object-oriented design, data structures, algorithm design, problem-solving, and complexity analysis.
• Experience with RESTful API development and debugging, Postman.
• Experience with web UI development with JavaScript frameworks.
• Working knowledge of scalable and distributed data systems using distributed file systems, Java, and cloud technology.

Skills That Are Nice to Have

• MS in computer science or equivalent experience preferred.
• Experience with NoSQL databases (Cassandra, Elastic Search, DynamoDB preferred), and distributed indexes is a plus.

Overall Market Range

$77,000 - $142,000 USD

Reltio is Proud to Be an Equal Opportunity Workplace

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.