Customer Engineer

Reltio is a company that focuses on AI-powered data unification and management solutions. The Customer Engineer role involves providing expert technical support to high-value customers, resolving complex issues, and enhancing overall customer satisfaction through effective communication and collaboration with various teams.

Responsibilities:

• Handle complex technical problems for our customers that include technical configuration, workflow compilation, lambda code debug, integration and JSON knowledge
• Resolve all categories of customer technical issues (questions, tasks, and problems) through diligent research, reproduction, and troubleshooting per the organizational goals
• 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
• 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
• Operates with minimal guidance on daily tasks and receives high-level directives when taking on new initiatives
• 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
• Share and develop best practices with team members to 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
• Lead support initiatives for the betterment of the organization and team
• Other duties and responsibilities as assigned

Requirements:

• 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 products in SaaS 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
• MS in computer science or equivalent experience preferred
• Experience with NoSQL databases (Cassandra, Elastic Search, DynamoDB preferred), and distributed indexes is a plus