Technical Support Engineer

Responsibilities

• Provide support for standard and custom deployments
• Answer break/fix and non-break/fix technical questions through SFDC ticketing system
• Efficiently reproduce reported issues by leveraging tools (minikube, minitrino, docker-compose, etc.), identify root causes, and provide solutions
• Open SEP and Galaxy bug reports in Jira and feature requests in Aha!
• Provide upgrade support upon customer request
• Customer must be on a supported LTS version at the time of request
• TSE must communicate unsupported LTS requests to the Account team as these require PS services
• Monthly Technical check-ins
• Conduct regularly scheduled technical check-ins with each BU
• Discuss open support tickets, provide updates on product bugs and provide best practice recommendations based on your observations and ticket trends
• Ensure customer environments are on supported LTS versions
• Knowledge Sharing/Technical Enablement:
• Knowledge exchange and continued technical enablement are crucial for the development of our team and the customer experience.
• It's essential that we keep our product expertise and documentation current and that all team members have access to information.
• Contribute to our reference documentation
• Lead peer training
• Consultant to our content teams
• Own your personal technical education journey

Requirements

• 5+ years of support experience
• 3+ years of Big Data, Docker, Kubernetes and cloud technologies experience
• Ability to Travel: This role will require 25% in-person travel for purposes including but not limited to new hire onboarding, team and department offsites, customer engagements, and other company events.

Skills

• Big Data (Hadoop, Data Lakes, Spark)
• Docker and Kubernetes
• Cloud technologies (AWS, Azure, GCP)
• Security - Authentication (LDAP, OAuth2.0) and Authorization technologies
• SSL/TLS
• Linux Skills
• DBMS Concepts/SQL Exposure
• Languages: SQL, Java, Python, Bash