Technical Support Engineer

At the company we're a group of passionate individuals that desire to improve the lives of many by developing tools and technologies that support availability and speed in the world of real-time analytics.

Our aim is to make it simple for every company to delight their users - external and internal - and create new revenue streams from their data, by building the world’s most comprehensive and accessible cloud analytics system.

At  the company  we're a group of passionate individuals that desire to improve the lives of many by developing tools and technologies that support availability and speed in the world of real-time analytics.

Our aim is to make it simple for every company to delight their users - external and internal - and create new revenue streams from their data, by building the world’s most comprehensive and accessible cloud analytics system.

About the Role

Support is a cornerstone of success at the company and a highly valued function within the organization. As a Technical Support Engineer, you will become a critical interface between customers and the company’s cross-functional teams, providing technical expertise and driving customer satisfaction.

This role requires you to become a subject matter expert on Apache Pinot and the company Platform, delivering exceptional support to ensure customers achieve success. You’ll play a vital role in providing on-call support for urgent production issues, acting as a trusted advisor for resolving complex challenges.

At the company, learning and growth are at the heart of what we do. We are deeply committed to helping our team continuously build their technical skill sets, explore innovative solutions, and grow alongside our evolving platform.

The company is growing rapidly, with near-perfect customer renewal rates. This success has led to the rapid expansion of our support team, mirroring the increase in the number of customers leveraging the company solutions.

Responsibilities

• Collaborate closely with field technical teams and Engineering to troubleshoot and resolve performance and configuration issues for the company customers.

• Provide exceptional customer support through tickets and Slack Connect, with the option to leverage Zoom for more complex cases.

• Contribute to the company's knowledge base by documenting solutions, best practices, and lessons learned. Mentor and train team members to promote a culture of continuous learning and improvement.

• Act as the voice of the customer, proactively sharing product feedback, feature requests, and trends with development teams to drive innovation and enhance the company product roadmap.

• Create internal tooling and identify opportunities to improve existing processes to increase team efficiency and effectiveness.

• Work effectively both individually and as part of a team, always striving to delight customers and embodying values of customer service and responsiveness.

• Work with advanced data technologies, including vector indexes, to support AI-driven innovations across diverse industries.

Qualifications

• 4-6 years of experience in Pre/Post-Sales or Customer-facing roles.

• Hands-on experience with open-source data technologies.

• Familiarity with modern OLAP systems such as Apache Pinot, Druid, or Clickhouse is a plus.

• Experience with big data technologies like Spark, Hadoop, and Presto/Trino is a plus.

• Strong understanding of and hands-on experience with OLAP, Analytics, Kubernetes and SQL.

• Experience and/or strong understanding of streaming technologies such as Apache Kafka.

• Proven troubleshooting skills across systems, applications, network, JVM, and Linux-based applications.

• Strong knowledge of cloud infrastructure patterns and services within at least one of the major public clouds: Amazon AWS, Google Cloud, or Microsoft Azure.

• Bonus points: Certification in Solutions Architecture for one or more of the major public clouds (AWS, Google Cloud, or Azure).

• Bonus points: Degree in Computer Science with a focus on Data Science, Data Engineering, or Data Analytics.

Location & Working Hours

This position will be based in India (IST timezone) and will primarily support US business hours. The expected working schedule is 5:00 PM – 2:00 AM IST, providing critical follow-the-sun coverage for the company customers in North America. This schedule may include participation in an on-call rotation to support urgent production issues outside of regular working hours.

About the company

The company is a cloud-based software company that enables business customers to derive advanced insights from real-time and historical data. The company was founded by the core software engineering team and inventors of  Apache Pinot , which currently powers hundreds of user-facing applications at companies across industries, including LinkedIn, Uber, Target, 7Eleven, Etsy, Walmart, WePay, Factual, Weibo, and more. The company Cloud has enabled even more companies to deploy and operate real-time analytics at scale, including Stripe, Sovrn, Roadie, Just Eat Takeaway.com, Dialpad, Guitar Center, Blinkit, and more.

The company recently announced our  Series B Funding  with investment from GGV Capital, Sapphire Ventures, Bain Capital Ventures, and CRV. We have been named one of The Information's 50 Most Promising Startups and one of CRN's 10 Coolest Cloud Computing Startup Companies of 2022!

About the company

The company is a cloud-based software company that enables business customers to derive advanced insights from real-time and historical data. The company was founded by the core software engineering team and inventors of Apache Pinot , which currently powers hundreds of user-facing applications at companies across industries, including LinkedIn, Uber, Target, 7Eleven, Etsy, Walmart, WePay, Factual, Weibo, and more. The company Cloud has enabled even more companies to deploy and operate real-time analytics at scale, including Stripe, Sovrn, Roadie, Just Eat Takeaway.com, Dialpad, Guitar Center, Blinkit, and more.

The company recently announced our Series B Funding with investment from GGV Capital, Sapphire Ventures, Bain Capital Ventures, and CRV. We have been named one of The Information's 50 Most Promising Startups and one of CRN's 10 Coolest Cloud Computing Startup Companies of 2022!