Serve as a primary point of contact for technical support issues related to NexusOne — including platform components, data services, integrations, and operational workflows.
Diagnose and resolve issues across distributed systems (e.g., Spark, Trino, Airflow, NiFi, Ranger, Iceberg, DataHub).
Troubleshoot and triage platform errors, pipeline failures, configuration issues, and infrastructure-related incidents.
Partner with Customer Success and Delivery teams to support customer onboarding, environment setup, and production readiness.
Provide hands-on assistance during customer deployments, upgrades, and configuration changes.
Maintain and monitor internal NexusOne environments used for development, QA, demo, and customer replication.
Respond to incidents, perform root cause analysis, document findings, and implement corrective actions.
Identify recurring issues and product gaps; share insights with Product and Engineering teams.

2–5+ years in a technical support engineering, platform support, DevOps/SRE support, or data platform operations role.
Experience troubleshooting distributed systems, cloud-native platforms, and data pipeline workflows.
Exposure to cloud platforms (AWS, Azure, or GCP) and hybrid or on-prem deployments.
Experience interacting directly with customers in a technical capacity.
Prior involvement in incident management and root cause analysis.

Product Support Engineer

Key skills