As a Technical Support Engineer, you will utilize your passion for helping others to ensure that our Users and Enterprises are successful in their use of DataStax products and solutions. This is a continuous learning and teaching role where you will develop and share your knowledge of troubleshooting, configuration, and exciting new technologies inclusive of and complementary to Apache Cassandra, DataStax Enterprise, and Astra.
What you will do:
Research, reproduce, troubleshoot, and solve highly challenging technical issues
Provide thoughtful direction and support for technical inquiries
Ensure that customer issues are resolved as expediently as possible
Diagnose and reproduce customer reported issues and log JIRA tickets
Participate in on-call rotation for after-hours, holiday, weekend support coverage
Create code samples, tutorials, and articles for the DataStax Knowledge Base
Collaborate and contribute to Support Team infrastructure tools and processes
Fulfill the on-call rotation requirements of this role
Your experience should include:
Strong English skills are a MUST
4+ years of experience supporting large enterprise customers in a customer-facing support role
Experience with supporting a Software as a Service Cloud product
Experience with Grafana, Prometheus, Splunk, Datadog and other monitoring solutions
Experience supporting Kubernetes-based distributed applications, or an understanding of Kubernetes fundamentals
Experience with pub-sub, messaging and streaming solutions like Pulsar, Kafka
Experience using APIs and understanding app development lifecycle with a language or framework based on Java, Python or Go would be preferred
Experience/certifications with AWS/GCP/Azure deployments and associated cloud based monitoring tools would be preferred
Experience with Linux operating systems, including command line, performance, and network troubleshooting
Excellent verbal and written communication skills
Lifetime learner, self-motivated with ability to multi-task during high pressure situations
Must be located in the Eastern or Central time zones
Nice to have:
Supporting Apache Cassandra environments or other relational and/or alternative database technologies is a plus
Understanding of Java, Python, Go and/or another language (Troubleshooting skills)
Experience with escalation management and customer success or premium support
Experience working in a fast-moving high-pressure environment
Not sure if you qualify?
Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to transition or take the next step in your career path, we are excited to connect with you.
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$100,578- $150,866 U
