Technical Support Engineer

ThinkingAI; Sunnyvale (CA); On-site; USD 75,000 - 95,000; Full time

Job summary

ThinkingAI in Sunnyvale, California is searching for a Technical Support Engineer to assist enterprise customers with their big data SaaS platform. The role involves providing comprehensive technical support, troubleshooting issues, and ensuring system stability and performance.

The ideal candidate has a Bachelor's degree in Computer Science and 3-5 years of experience with technical support, particularly in big data or SaaS environments. Strong Java proficiency and analytical problem-solving abilities are essential for this role.

Qualifications

• 3-5 years of experience supporting big data products or enterprise SaaS platforms.
• Experience writing Python or Shell scripts for troubleshooting and automation.
• Understanding of big data ecosystems like Hadoop, Hive, Kafka, Redis.

Responsibilities

• Provide technical support to enterprise customers on a big data SaaS platform.
• Troubleshoot data ingestion issues and perform data validation.
• Deploy and configure big data clusters in customer environments.

Skills

Technical support for enterprise customers

Troubleshooting skills

Proficiency in Java

Solid SQL skills

Experience in Linux environments

Analytical and problem-solving skills

Excellent communication skills

Education

Bachelor's degree in Computer Science or related field

Tools

MySQL

Docker

Kubernetes

Job description

This role requires professional fluency in Mandarin Chinese.

About the Role

We are seeking a Technical Support Engineer to support enterprise customers using our big data SaaS platform. This role is customer-facing and hands-on, requiring strong troubleshooting skills across distributed systems, data platforms, and Linux environments. You will work closely with customers and internal engineering teams to resolve complex technical issues, ensure platform stability, and support successful system deployment and operations.

What You'll Do

• Provide technical support to enterprise customers, including guidance on SDK usage, data integration tools, and system configuration
• Troubleshoot data ingestion issues, investigate data discrepancies, perform data repair and validation, and support data governance initiatives
• Deploy, configure, and support big data clusters in customer environments
• Monitor system alerts and perform root cause analysis to ensure platform stability, performance, and security
• Diagnose issues across application, infrastructure, networking, storage, and performance layers
• Collaborate with engineering teams to elevate and solve complex production issues
• Develop and maintain technical documentation, including solution guides, FAQs, and implementation manuals
• Contribute to documentation localization and internationalization efforts

What You Bring

• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
• 3~5 years of experience supporting big data products or enterprise SaaS platforms
• Proficiency in Java and experience writing Python or Shell scripts for troubleshooting and automation
• Experience working in Linux environments, including debugging networking, storage, performance, and security issues
• Solid SQL skills and hands‑on experience with MySQL
• Understanding of big data ecosystems, such as Hadoop, Hive, Kafka, Redis
• Strong analytical and problem‑solving skills with the ability to independently drive issues to resolution
• Excellent written and verbal communication skills; experience supporting B2B enterprise customers preferred

Nice to Have

• Familiarity with distributed data processing frameworks such as Flink or Trino
• Experience with container technologies (Docker, Kubernetes)
• Experience supporting cloud‑based SaaS platforms (AWS, GCP, Azure)