[Hiring] Customer Engineer @Reltio

Role Description

The Associate Customer Engineer provides expert technical support to high-value customers and partners, resolving complex issues and proactively ensuring system health. They also play a key role in mentoring customer engineers and sharing knowledge to enhance overall customer satisfaction and product improvement.

• Handle highly complex technical problems for customers, including technical configuration, workflow compilation, lambda code debug, integration, and JSON knowledge.
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
• 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.
• Attend meetings with clients to analyze, troubleshoot, and diagnose problems.
• Resolve customer issues and ensure appropriate ticket investigation and resolution quality.
• Share and develop best practices with team members to enhance the quality and efficiency of technical support.
• Participate in rapid response teams that include engineering and DevOps.
• 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.
• Understand and keep up-to-date on the latest product functionality, its dependencies, and its operational impact.
• Participate in a 24/7 on-call rotation, providing after-hours support for critical issues.
• 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.
• Support weekend shifts on a rotational/as-needed basis if requested.
• Other duties and responsibilities as assigned.

Qualifications

• Bachelor's degree in Computer Science or equivalent field of study.
• Programming (Python, Java) and solid understanding of cloud technologies.
• Completed two or more internships during undergraduate or graduate studies.
• Motivated to learn and adopt new technologies demonstrated by having taken certifications.
• Troubleshooting and debugging skills demonstrated by curiosity in determining solutions and workarounds.
• Problem solving and analytical skills.

Requirements

• MS in computer science or equivalent experience preferred.
• Experience with NoSQL databases (Cassandra, Elastic Search, DynamoDB preferred) and distributed indexes is a plus.
• Object-oriented programming and designs, Data Structures and Algorithms.
• Experience in data management, master data management, analytics, and big data platforms and technologies.

Benefits

• Compensation range: $61,000 — $138,000 USD.
• Flexible work arrangements to help manage personal and professional lives.

Company Description

Reltio is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.