Principal / Lead Support Engineer

CelerData is empowering organizations to unlock the full potential of their data with a next-generation analytical database. The Principal or Lead Support Engineer will deliver exceptional technical assistance to customers, resolving issues, optimizing performance, and driving customer success through a customer-first mindset and deep technical expertise.

Responsibilities:

• Go-live Support: Collaborate with customers to ensure successful deployment of their projects into production and help them quickly realize the value of CelerData product
• Issue Resolution: Diagnose and resolve customer issues—ranging from query performance bottlenecks to integration challenges— when using CelerData’ products
• Technical Guidance: Provide actionable advice to customers on optimizing CelerData deployments, including configuration tuning, data modeling, and integration with tools like Apache Kafka or BI platforms
• Case Documentation: Maintain detailed records of support cases—capturing use cases, technical issues, and resolutions—to improve support processes and inform product enhancements
• Customer Escalation Handling: Act as a point of escalation for complex issues, collaborating with engineering teams to deliver timely, effective solutions under SLAs
• Feedback Loop: Gather customer feedback and usage insights, partnering with product and engineering teams to refine CelerData’ capabilities and address recurring pain points
• Knowledge Sharing: Create and update support resources—like troubleshooting guides, FAQs, and best-practice articles—to empower customers and streamline issue resolution
• Mentoring and Coaching: fostering team members’ technical growth through knowledge sharing, code reviews, and hands-on guidance. Conduct regular team training sessions and performance feedback to elevate overall support quality
• Process Improvement: Analyze support trends and metrics to identify opportunities for process enhancements and proactive customer outreach

Requirements:

• Ambition & Curiosity: A driven, inquisitive mindset—eager to learn CelerData product's intricacies, tackle tough challenges, and grow into the role, even if starting with less experience or specific skills
• Experience: 10+ years in a technical support, customer success, or engineering role, ideally with data analytics or database technologies
• Technical Expertise: Experience with analytical databases (e.g., CelerData/StarRocks, ClickHouse, Snowflake, Databricks) and strong SQL skills
• Ability to troubleshoot issues in a Linux environment across multiple layers (e.g., network, storage, security)
• Ability to troubleshoot issues in OLAP systems (e.g., query performance, data ingestion)
• Familiarity with distributed systems, cloud platforms (AWS, GCP, Azure), and data tools (e.g., Kafka, Flink, Tableau)
• Communication Skills: Proven ability to communicate technical solutions clearly to diverse audiences, from data engineers to IT managers
• Problem-Solving: Adept at diagnosing complex issues under pressure and delivering root-cause resolutions
• Collaboration: Experience working with engineering teams to escalate and resolve issues or influence product development
• Leadership: Proven track record of mentoring or leading junior engineers, with a player-coach mindset—balancing direct technical work with team development
• Processes: Experience improving support processes, such as implementing SLAs, automation tools, or CI/CD pipelines for issue resolution
• Scripting skills (e.g., Python, Bash) for automation or diagnostics
• Familiar with real-time analytics or BI technologies