Senior Technical Customer Support Engineer

United States Digital Space LLC; Amer; A distancia; EUR 78.000 - 113.000; Jornada completa

Descripción de la vacante

United States Digital Space LLC is seeking a Senior Technical Customer Support Engineer to join our global Support Engineering team. This customer-facing role handles cases via chat, calls, Slack, and video meetings, supporting users worldwide with a focus on North America and the Americas, EMEA, and APJ as needed.

You will triage tickets, develop solutions using our cloud and open-source platforms, contribute to documentation and training, mentor teammates, and build trusted relationships with

Formación

• Technical breadth and depth in company open-source or cloud platforms, incl. SQL databases, OLAP, cloud-native SaaS, and distributed systems.
• Previous technical experience in roles such as Support Engineer, Consultant, DBA, SRE, Solutions Engineer, Software Engineer, or Systems Engineer.
• Be present and available to deliver 24x7 global support.
• Strong communication skills and ability to work fully remote with reliable connectivity.
• Experience with Azure, GCP, or AWS and with data pipelines like Kafka, Kinesis, Spark, or RabbitMQ.

Responsabilidades

• Support and guide users, customers, and prospects via cases, chat, Slack, community, and meetings.
• Develop solutions using the company cloud and open-source, documented for users and customers.
• Collaborate with Support Services, Engineering, Go To Market, and Product Management to define required functionality.
• Mentor, train, and share knowledge with colleagues and customers.

Conocimientos

SQL databases

OLAP

Cloud-native SaaS

Distributed systems

Strong communication

Remote work

Herramientas

Azure

GCP

AWS

Kafka

Kinesis

Spark

RabbitMQ

Descripción del empleo

We are currently growing our support team at the company, which provides excellent service to our customers around the world. We are seeking a Senior Technical Customer Support Engineer to join our global Support Engineering team. We hope to find you ready to take on a variety of tasks related to our customers in North America, as well as more globally across the Americas, EMEA, and APJ regions when support is needed or coverage overlaps. This is a customer-facing role that will include interactions via chat, calls, Slack messages, and video meetings. You will be owning a wide variety of tasks: from triaging support tickets to user community support, helping with both pre- and post-sales customer activities, partnering with our Go To Market team with deeply technical aspects of POCs, and suggesting improvements to how we do things in Support at the company. This is a great opportunity for someone ready to roll up their sleeves and help us continue to provide excellent customer support to our rapidly growing user base.

What you will be doing:

• Supporting and guiding our the company users, customers, and prospects via cases, chat, Slack, community, and meetings

• Develop solutions based on the company Cloud and the company open-source that can be shared with our users, community, and customers via documentation, knowledge base, blogs, meetups, webinars, and training

• Work closely with our global Support Services, Engineering, Go to Market, and Product Management teams to help define functionality required by users and customers

• Assist with mentoring, training, and sharing your knowledge with colleagues, users, and customers

And of course:

• You will deliver excellent customer service as a first-line technical engineer and representative of the company. Our Support Engineers provide professional response, on-call coverage, and guidance within the required Service Level Agreements ("SLAs") on technical cases that are opened via a ticketing system, email, Slack, chat, and/or phone

• You will build strong, trusted relationships with colleagues, customers, and partners

What you bring along:

• Technical breadth and depth in the company open-source or the company Cloud, or in domains relevant to the company, such as: SQL databases, OLAP, cloud-native SaaS, distributed systems

• Previous technical experience in roles such as Support Engineer, Consultant, Database Administrator, Site Reliability Engineer, Solutions Engineer, Software Engineer, and/or Systems Engineer

• Be present and available according to the scheduling required to deliver high-quality 24x7 Support in a global, distributed environment

• Strong communication skills and the ability to work fully remote with reliable connectivity

• A mindset of teamwork, global engagement, empathy, and solving challenging problems

• A sense of adventure and urgency in building the most scalable, high-performing, largest, and fastest databases on the planet

• The ability to build trusted relationships with colleagues, customers, and partners

• You are self-driven, curious, and eager to continuously learn and grow

Bonus points:

• Experience with the company

• Experience with OSS and open-source technologies, as a user, community member, or contributor

• Experience with Azure, GCP, or AWS

• Experience with data pipelines such as Kafka, Kinesis, Spark, RabbitMQ, or others