Reltio is looking for a Customer Engineer to provide expert technical support to our high-value customers and partners. You will resolve complex technical issues and proactively ensure system health, playing a key role in sharing knowledge to enhance customer satisfaction and product improvement.
What You'll Do
- Handle complex technical problems, including technical configuration, workflow compilation, lambda code debug, integration, and JSON.
- Resolve all categories of customer technical issues through diligent research, reproduction, and troubleshooting.
- Provide alternate solutions and exercise independent judgment in developing methods for prompt issue resolution.
- Serve as a subject matter expert in multiple product features for supporting, enhancing, and fixing solutions at massive scale.
- Attend meetings with clients to analyze, troubleshoot, and diagnose problems.
- Participate in rapid response teams with engineering and DevOps to represent 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 to Engineering, Product Management, Sales, and Marketing teams.
- Operate with minimal guidance on daily tasks and receive high-level directives for new initiatives.
- Understand and keep up-to-date on the latest product functionality, its dependencies, underlying architecture, and operational impact.
- Participate in a 24/7 on-call rotation, providing after-hours support for critical issues.
- Share and develop best practices with team members to enhance the quality and efficiency of technical support.
- 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.
- Lead support initiatives for the betterment of the organization and team.
What We're Looking For
- Bachelor's degree in Computer Science or equivalent field of study.
- 3+ years of experience with on-premise or cloud Data Unification solutions.
- 3+ years of experience supporting enterprise SaaS products in a customer-facing role.
- 3+ years of experience with Public Clouds AWS/GCP/Azure and their services.
- 3+ years of experience with REST APIs and integration tools.
- 3+ years of previous experience as a software engineer, support engineer, or solution engineer supporting Enterprise-focused applications.
- Experience in data management, master data management, analytics, and big data platforms and technologies.
- Experience in hands-on programming (ex. Python, Java).
- Experience in object-oriented design, data structures, algorithm design, problem-solving, and complexity analysis.
- Experience with RESTful API development and debugging, Postman.
- Experience with web UI development with JavaScript frameworks.
- Working knowledge of scalable and distributed data systems using distributed file systems, Java, and cloud technology.
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.
Technical Stack
- Cloud Platforms: AWS, GCP, Azure
- Languages & Tools: Python, Java, JavaScript frameworks, Postman
- APIs & Integration: REST APIs
- Infrastructure: Distributed file systems, Cloud technology
- Databases: NoSQL databases (Cassandra, Elastic Search, DynamoDB)
Work Mode
This role operates in a global work mode.
Benefits & Compensation
- Salary range: $100,000—$150,000 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.
