Associate Customer Engineer

The Associate Customer Engineer provides expert technical support to high-value customers, and partners resolving complex issues and proactively ensuring system health. They also play a key role in mentoring customer engineers and sharing knowledge to enhance overall customer satisfaction and product improvement.

Job Duties and Responsibilities:

• Handle highly complex technical problems for our customers that include technical configuration, workflow compilation, lambda code debug, integration and JSON knowledge. Primarily aligned for concierge and premier success plans customers.
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
• Provide alternate solutions and exercise independent judgment in developing methods, techniques, and evaluation criteria that lead to prompt resolution of issues.
• Provide high-quality customer engineering assistance that results in high customer satisfaction.
• Serve as a subject matter expert in multiple product features for supporting, enhancing, and fixing solutions that support a rapidly growing business at a massive scale.
• Attend meetings with clients to analyze, troubleshoot, and diagnose problems
• Resolve customer issues and ensure appropriate ticket investigation and resolution quality.
• Share and develop best practices with team members to enhance the quality and efficiency of technical support and contribute to the knowledge base.
• Participate in rapid response teams that include engineering and DevOps to be the face of 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 back to Engineering, Product Management, Sales, and Marketing teams. that will improve our customers' successful use of our products and drive adoption.
• Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture, and its operational impact.
• Participate in a 24/7 on-call rotation, providing after-hours support for critical issues.
• Enhance the quality and efficiency of technical support and contribute to the knowledge base. 
• 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.
• Other duties and responsibilities as assigned. 

Skills You Must Have: 

• Bachelor's degree in Computer Science or equivalent field of study. 
• Programming (Python, Java) and solid understanding of cloud technologies.
• Have completed two or more Internships during the undergraduate or graduate studies.
• Motivated to learn and adopt new technologies demonstrated by having taken certifications
• Troubleshooting and debugging skills demonstrated by curiosity in determining solutions and workarounds for problems in hand.
• Problem solving and analytical skills.

Skills That Are 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.
• Object oriented programming and designs, Data Structures and Algorithms
• Experience in data management, master data management, analytics, and big data platforms and technologies.