Associate Customer Engineer

Reltio, Inc.; Carterville (IL); On-site; USD 61,000 - 114,000; Full time

Job summary

Reltio, Inc. seeks an Associate Customer Engineer to provide expert technical support to high-value customers. You will mentor customer engineers and share knowledge to improve satisfaction and product quality.

You will resolve complex issues, collaborate with engineering and DevOps, and contribute to a growing, scalable platform that underpins enterprise data management and analytics. A strong foundation in Python/Java and cloud tech is essential.

Qualifications

• Bachelor's degree in Computer Science or equivalent field.
• Programming in Python and Java; solid understanding of cloud technologies.
• Completed two or more internships during undergrad/grad studies.
• Demonstrated troubleshooting and debugging skills with problem solving.
• Curiosity to learn new technologies and obtain certifications.

Responsibilities

• Handle highly complex technical problems for high-value customers, including configuration and integration.
• Resolve customer technical issues through research, reproduction, and troubleshooting.
• Provide alternate solutions and develop methods to resolve issues promptly.
• Contribute to high customer satisfaction through expert engineering support.
• Serve as a subject matter expert across multiple product features and drive knowledge sharing.
• Attend client meetings to analyze and diagnose problems and communicate resolutions.

Skills

Python

Java

Cloud technologies

Internships completed

Troubleshooting

Analytical skills

Education

Bachelor's degree in Computer Science or equivalent

Tools

NoSQL databases

DynamoDB

Cassandra

Elasticsearch

Job description

At Reltio®, we believe data should fuel business success. Reltio’s AI-powered data unification and management capabilities—encompassing entity resolution, multi-domain master data management (MDM), and data products—transform siloed data from disparate sources into unified, trusted, and interoperable data. The Reltio Connected Data Platform™ delivers interoperable data where and when it’s needed, empowering data and analytics leaders with unparalleled business responsiveness. Leading enterprise brands—across multiple industries around the globe—rely on our award-winning data unification and cloud-native MDM capabilities to improve efficiency, manage risk and drive growth.

At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”.

Reltio has earned numerous awards and top rankings for our technology, our culture and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives.

Job Summary

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

Job Duties And Responsibilities

• Handle highly complex technical problems for our customers that include technical configuration, workflow compilation, lambda code debug, integration and JSON knowledge. Primarily aligned for concierge and premier success plans customers.
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
• 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
• Resolve customer issues and ensure appropriate ticket investigation and resolution quality.
• Share and develop best practices with team members to enhance the quality and efficiency of technical support and contribute to the knowledge base.
• 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.
• 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.
• 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.
• Other duties and responsibilities as assigned.

Skills You Must Have

• Bachelor's degree in Computer Science or equivalent field of study.
• Programming (Python, Java) and solid understanding of cloud technologies.
• Have completed two or more Internships during the undergraduate or graduate studies.
• Motivated to learn and adopt new technologies demonstrated by having taken certifications
• Troubleshooting and debugging skills demonstrated by curiosity in determining solutions and workarounds for problems in hand.
• Problem solving and analytical skills.

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.
• Object oriented programming and designs, Data Structures and Algorithms
• Experience in data management, master data management, analytics, and big data platforms and technologies.

At Reltio, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.

Overall Market Range

$61,000—$114,000 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.