[Hiring] Customer Support Engineer II @Ocient Inc.

Role Description

The Customer Support Engineer II (CSE II) independently owns the diagnosis and resolution of complex customer issues across the OcientAIQ TM Unified Data Platform, acts as a technical liaison between customers and Engineering, and contributes to customer onboarding, deployment buildouts, and support tooling development. This role combines growing technical depth in distributed systems, SQL, and Linux administration with strong customer-facing skills and a proactive approach to improving the customer experience and support practice at Ocient. The CSE II will be part of the team on-call rota and must be comfortable working shift patterns. Ocient is a remote-first company, meaning this role is 100% home working. Prior experience in a hybrid or remote-working setup would therefore be beneficial.

• Diagnose and resolve complex customer issues in a distributed database environment, developing detailed Root Cause Analyses and Corrective Action Plans.
• Respond to customer questions through phone calls, help tickets, and email, managing multiple issues simultaneously while meeting agreed service levels.
• Assist in customer onboarding, training, installation, and environment buildout for both on-premise and Ocient-managed solutions; access customer datacentre environments remotely to support deployment and configuration activities.
• Perform SQL and query performance troubleshooting and tuning against large data sets, supporting customers in optimising their Ocient environments.
• Use AI to assist in troubleshooting complex customer problems, creating and using AI skills, and validating outputs before relying on them for Root Cause Analysis (RCA) or communications with internal and external customers.
• Administer and monitor Ocient managed database solutions and related software dependencies (e.g. kafka, ceph); proactively identifying and resolving issues before they impact customers.
• Create and maintain documentation for major installations, known issues, and workarounds, contributing to the customer-facing knowledge base.
• Provide product and customer feedback to Engineering to support continuous platform improvement.
• Exercise sound judgement in issue ownership and escalation, knowing when to continue investigating independently and when to engage Engineering, while clearly communicating customer impact and technical findings.

Qualifications

• UK citizen holding a British passport
• Holds, or has previously recently held, UK Security Clearance
• Typically 5+ years of experience in a similar technical role, including 3+ years of experience in service monitoring, execution, and advanced troubleshooting
• Proficiency in Linux operating systems, with daily hands-on use
• Experience with distributed SQL systems, including administration, query writing, troubleshooting, and performance investigation
• Practical knowledge of x86 server hardware
• Strong customer-facing experience, with the ability to communicate technical issues and findings clearly to a range of audiences
• A curious, enquiring mindset with strong structured problem-solving and investigative skills

Requirements

• Exposure to databases or data warehousing environments
• AI experience in complex troubleshooting environments
• Comfortable working shift rotas and participating in on-call coverage
• Hybrid or remote work experience preferred
• Knowledge of Kafka and S3-compatible object storage