Senior Technical Support Engineer

October 10

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $115k - $155k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Imply

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Data Analytics • Cloud Services • IoT

Imply is a company that specializes in real-time analytics platforms built on Apache Druid. They offer a cloud-native database service called Imply Polaris, as well as Imply Enterprise, which provides tools and support for using Druid. Imply's products are designed to simplify real-time data analytics with efficient stream ingestion and high-performance query capabilities, focusing on operational visibility, customer-facing analytics, application observability, and IoT analytics. With integration capabilities for systems like Apache Kafka and AWS, Imply provides robust solutions for handling large-scale data analytics demands across various industries.

51 - 200 employees

📋 Description

• Deep troubleshooting and resolving customer issues on Imply Druid platform within Service Level Agreements • Responsible for attending to operational issues on Imply’s SaaS offering (Polaris), Imply Hybrid hosted on AWS infrastructure, and self hosted clusters on major Cloud platforms such as AWS, GCP, and Azure • Diagnosing, reproducing, and resolving a wide range of customer issues on the Imply Druid platform that includes Pivot (Imply’s data visualization tool, designed specifically to utilize the speed of Druid), Clarity (Imply’s monitoring tool), backend DB (Mysql, postgres), deep storage (HDFS, S3, Azure blob, etc) and ZooKeeper services ranging from simple configuration changes and ingestion issues to helping customers troubleshoot in Imply clusters with hundreds of nodes • Writing technical content in the form of knowledge-based articles dedicated to operational efficiency and thereby empowering and enabling teammates and customers • Ensure issues and time spent are tracked and documented appropriately in the Zendesk ticketing system • Assess the level of business impact of issues/product defects/feature requests reported by customers and create detailed reports in Jira to share with the Engineering team • Describe ongoing problems, bugs and flag discrepancies in expected behavior when Engineering assistance is needed • Work closely with the members of Engineering, Customer Success Management, and Customer Architect teams to help drive customer issues to resolution • The regular work hours for this position are IST hours. The position includes participation in an on-call rotation to cover after-hours and weekend/holidays escalations

🎯 Requirements

• 5+ years of experience in technical support or customer facing roles • You have an extensive working knowledge on Linux platforms and system administration • You have strong troubleshooting skills and technical knowledge to logically approach problems • You have a good understanding and working knowledge of big data platform ecosystems and distributed systems • You have a good understanding and working knowledge of relational database management and proficiency in SQL • You possess excellent writing and communication skills with an attention to detail • You are a team player and always ready to help.

🏖️ Benefits

• 100% Paid Medical, Dental and Vision Benefits • 401(k) Program • Fertility Coverage • Pet Insurance • Dependent Care FSA • Mental Health Support • Life and AD&D Insurance • Unlimited Paid Time Off - USA Only • Wellness Stipend • Home Office Equipment Reimbursement • Pre-Tax Commuter Benefits