about 3 hours ago
Atlanta, GA, USAStaff+
Base Salary
$197k - $295k/yr
Responsibilities
- Act as the primary technical point of contact for enterprise customers.
- Diagnose and troubleshoot complex issues across distributed systems.
- Reproduce, triage, and resolve incidents in partnership with engineering teams.
- Lead technical sessions to understand customer architectures and success metrics.
- Translate customer pain points into technical requirements for product teams.
- Guide customers on best practices for using the platform effectively.
- Mentor support teams on technical topics for improved issue resolution.
- Create high-quality technical assets like runbooks and knowledge base articles.
- Participate in incident postmortems to improve product and processes.
- Provide structured feedback to product management based on customer insights.
Requirements
- 12+ years of hands-on engineering experience, with 3 years in a customer-facing role.
- Experience with distributed datastores or warehouses like Cosmos DB or Snowflake.
- Familiarity with large-scale data processing frameworks such as Spark or Kafka.
- Proven troubleshooting skills across application, data, infrastructure, and network layers.
- Hands-on experience with major cloud providers like Azure, AWS, or GCP.
- Strong scripting or programming skills in languages like Python or Java.
- Ability to explain complex technical concepts in business-relevant language.
- Comfortable presenting to both technical and executive stakeholders.
- Demonstrated customer empathy and ownership of outcomes.
Benefits
- Comprehensive healthcare coverage.
- Flexible PTO and annual performance bonus opportunities.
- Equity RSUs and retirement account support.
- 14+ weeks of paid parental leave.
- Career development opportunities and company-paid certification exam fees.
Tech Stack
Apache CassandraApache FlinkApache KafkaApache SparkAWSAzureC#DatabricksGoogle BigQueryGoogle Cloud PlatformJavaMongoDBPythonSnowflake