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Technical Suport Engineer

Newcastle upon Tyne
11 May 2024

Every business in every industry will be an AI business - and there is no AI without relevant, accurate, and real-time data. At DataStax, we're delivering all the vector data that Gen AI applications need with unmatched speed, scale, and performance. We prioritize giving developers a seamless experience, making it easy to build with the stacks of their choice.

Are you passionate about data, AI, and shaping the technology of the future? Do you want to help leading enterprises and bleeding-edge startups deliver the apps and experiences that will change lives? Are you energized by solving hard problems with smart people while having fun?

We're looking for sharp, innovative individuals to join us in serving our customers. If you're excited about making a valuable and real impact in the world of data and AI, don't hesitate to reach out.

Cloud Technical Support Engineer

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

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. #LI-Remote

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  • Job Reference: 1321912867-2
  • Date Posted: 11 May 2024
  • Recruiter: DataStax
  • Location: Newcastle upon Tyne
  • Salary: On Application