Customer Support Engineer II

Ocient; Chicago (IL); Hybrid; USD 108,000 - 133,000; Full time

Benefits offered by this job

Remote-first

100% home working

Job summary

Ocient is seeking a Customer Support Engineer II to independently diagnose and resolve complex issues across the OcientAIQTM Unified Data Platform, acting as a technical liaison between customers and Engineering, and contributing to onboarding, deployment buildouts, and support tooling development.

The role is remote-first and 100% home working, with an on-call rotation. Prior experience in hybrid or remote setups is beneficial. UK applicants with the right to work are welcome.

Qualifications

• Typically 5+ years in a similar technical role.
• 3+ years of experience in service monitoring, execution, and advanced troubleshooting.
• Proficiency in Linux operating systems with daily hands-on use.
• Experience with distributed SQL systems, including administration and performance troubleshooting.
• Practical knowledge of x86 server hardware.
• Strong customer-facing communication skills.

Responsibilities

• Diagnose and resolve complex customer issues in a distributed database environment, developing detailed Root Cause Analyses and Corrective Action Plans.
• Respond to customer questions through phone, help tickets, and email, managing multiple issues while meeting SLAs.
• Assist in onboarding, training, installation, and environment buildout for on-premise and managed solutions; access client data centers remotely for deployment and configuration.
• Perform SQL and query performance troubleshooting against large data sets to optimise customer environments.
• Utilise AI-assisted troubleshooting tools and validate outputs before RCA or customer communications.
• Administer and monitor Ocient managed database solutions and dependencies (e.g., Kafka, Ceph).
• Create and maintain installation documentation, known issues, and workarounds for customer-facing knowledge base.
• Provide product and customer feedback to Engineering to support platform improvements.
• Exercise sound judgement on issue ownership and escalation, clearly communicating customer impact.

Job description

Job Title

CustomerSupport Engineer II

Location

Remote (UK Only)

Visa and Work Eligibility

Please note that we are not able to provide visa sponsorship for this position. Applicants will need to have the right to work in the UK, both now and for the duration of employment, in order to be considered.

Hiring Manager

Senior Support Manager, UK

Estimated salary range

£81,360 to £100,000

The salary offered for this position will be based on a candidate’s experience and skill demonstrated during interviews and other evaluations

Position Overview

The Customer Support Engineer II (CSE II) independently owns the diagnosis and resolution of complex customer issues across the OcientAIQTM Unified Data Platform, acts as a technical liaison between customers and Engineering, and contributes to customer onboarding, deployment buildouts, and support tooling development. This role combines growing technical depth in distributed systems, SQL, and Linux administration with strong customer-facing skills and a proactive approach to improving the customer experience and support practice at Ocient.

The CSE II will be part of the team on-call rota and must be comfortable working shift patterns.

Ocient is a remote-first company, meaning this role is 100% home working. Prior experience in a hybrid or remote-working setup would therefore be beneficial.

Core Responsibilities

• Diagnose and resolve complex customer issues in a distributed database environment, developing detailed Root Cause Analyses and Corrective Action Plans.
• Respond to customer questions through phone calls, help tickets, and email, managing multiple issues simultaneously while meeting agreed service levels.
• Assist in customer onboarding, training, installation, and environment buildout for both on-premise and Ocient-managed solutions; access customer datacentre environments remotely to support deployment and configuration activities.
• Perform SQL and query performance troubleshooting and tuning against large data sets, supporting customers in optimising their Ocient environments.
• Ocient uses AI to assist in troubleshooting complex customer problems. The CSE II should be comfortable using AI-assisted troubleshooting, creating and using AI skills, and validating outputs before relying on them for Root Cause Analysis (RCA) or communications with internal and external customers.
• Administer and monitor Ocient managed database solutions and related software dependencies (e.g. kafka, ceph); proactively identifying and resolving issues before they impact customers.
• Create and maintain documentation for major installations, known issues, and workarounds, contributing to the customer-facing knowledge base.
• Provide product and customer feedback to Engineering to support continuous platform improvement.
• Exercise sound judgement in issue ownership and escalation, knowing when to continue investigating independently and when to engage Engineering, while clearly communicating customer impact and technical findings.

Ideal Qualifications

• UK citizen holding a British passport
• Holds, or has previously recently held, UK Security Clearance
• Typically 5+ years of experience in a similar technical role, including 3+ years of experience in service monitoring, execution, and advanced troubleshooting
• Proficiency in Linux operating systems, with daily hands-on use
• Experience with distributed SQL systems, including administration, query writing, troubleshooting, and performance investigation
• Practical knowledge of x86 server hardware
• Strong customer-facing experience, with the ability to communicate technical issues and findings clearly to a range of audiences
• A curious, enquiring mindset with strong structured problem-solving and investigative skills

An Exceptional Candidate Will Have

• Exposure to databases or data warehousing environments
• AI experience in complex troubleshooting environments
• Comfortable working shift rotas and participating in on-call coverage
• Hybrid or remote work experience preferred
• Knowledge of Kafka and S3-compatible object storage