Technical Suport Engineer

Every business in every industry will be an AI business and there is no AI without relevant, accurate, and real-time data.

At DataStax, we're delivering all the vector data that Gen AI applications need with unmatched speed, scale, and performance.

We prioritize giving developers a seamless experience, making it easy to build with the stacks of their choice.

Are you passionate about data, AI, and shaping the technology of the future? Do you want to help leading enterprises and bleeding-edge startups deliver the apps and experiences that will change lives?

Are you energized by solving hard problems with smart people while having fun?

We're looking for sharp, innovative individuals to join us in serving our customers.

If you're excited about making a valuable and real impact in the world of data and AI, don't hesitate to reach out.

Cloud Technical Support Engineer

As a Technical Support Engineer, you will utilize your passion for helping others to ensure that our Users and Enterprises are successful in their use of DataStax products and solutions.

This is a continuous learning and teaching role where you will develop and share your knowledge of troubleshooting, configuration, and exciting new technologies inclusive of and complementary to Apache Cassandra, DataStax Enterprise, and Astra.

What you will do :

• Research, reproduce, troubleshoot, and solve highly challenging technical issues


• Provide thoughtful direction and support for technical inquiries


• Ensure that customer issues are resolved as expediently as possible


• Diagnose and reproduce customer reported issues and log JIRA tickets


• Participate in on-call rotation for after-hours, holiday, weekend support coverage


• Create code samples, tutorials, and articles for the DataStax Knowledge Base


• Collaborate and contribute to Support Team infrastructure tools and processes


• Fulfill the on-call rotation requirements of this role
  
  Strong English skills are a MUST


• 4+ years of experience supporting large enterprise customers in a customer-facing support role


• Experience with supporting a Software as a Service Cloud product


• Experience with Grafana, Prometheus, Splunk, Datadog and other monitoring solutions


• Experience supporting Kubernetes-based distributed applications, or an understanding of Kubernetes fundamentals


• Experience with pub-sub, messaging and streaming solutions like Pulsar, Kafka


• Experience using APIs and understanding app development lifecycle with a language or framework based on Java, Python or Go would be preferred


• Experience / certifications with AWS / GCP / Azure deployments and associated cloud based monitoring tools would be preferred


• Experience with Linux operating systems, including command line, performance, and network troubleshooting


• Excellent verbal and written communication skills


• Lifetime learner, self-motivated with ability to multi-task during high pressure situations


Nice to have :

• Supporting Apache Cassandra environments or other relational and / or alternative database technologies is a plus


• Understanding of Java, Python, Go and / or another language (Troubleshooting skills)


• Experience with escalation management and customer success or premium support


• Experience working in a fast-moving high-pressure environment