Senior Technical Support Engineer (Remote)

At Imply, we are on a mission to help developers become the new heroes of analytics. Our unique database, built from Apache Druid, enables them to develop the next generation of analytics applications. With Imply, developers can build without constraints as our database lets them create interactive data experiences on streaming and batch data with limitless scale and at the best economics.

Backed by leading investors including a16z and Bessemer Venture Partners, Imply is on a fast growth trajectory - disrupting the $100B database market - with customers including Pepsi, Zillow, Splunk and more. Come join our team of disruptors, pioneers, and innovators!

The Role:

We are looking for an experienced Senior Technical Support Engineer who is dynamic, technology savvy and customer centric. If you are a natural problem solver and a strong communicator with diverse technical skills, you are the right fit for this role!

You're a great fit if you enjoy the thrill of resolving a diverse range of real-time problems, love to learn, and are highly motivated to deliver exceptional results to our customers while serving with some of the best support engineers around in a fun and fulfilling environment. You will get to leverage both your technical and interpersonal skills as you partner with Engineering, Customer Success Management, Customer Architect and Product Management teams. If you are ready to roll up your sleeves, grow your technical skills, and help solve technical challenges in a supportive environment, we want to hear from you!

Responsibilities:

• Deep troubleshooting and resolving customer issues on Imply Druid platform within Service Level Agreements
• Responsible for attending to operational issues on Imply’s SaaS offering (Polaris), Imply Hybrid hosted on AWS infrastructure, and self hosted clusters on major Cloud platforms such as AWS, GCP, and Azure
• Diagnosing, reproducing, and resolving a wide range of customer issues on the Imply Druid platform that includes Pivot (Imply’s data visualization tool, designed specifically to utilize the speed of Druid), Clarity (Imply’s monitoring tool), backend DB (Mysql, postgres), deep storage (HDFS, S3, Azure blob, etc) and ZooKeeper services ranging from simple configuration changes and ingestion issues to helping customers troubleshoot in Imply clusters with hundreds of nodes
• Writing technical content in the form of knowledge-based articles dedicated to operational efficiency and thereby empowering and enabling teammates and customers
• Ensure issues and time spent are tracked and documented appropriately in the Zendesk ticketing system
• Assess the level of business impact of issues/product defects/feature requests reported by customers and create detailed reports in Jira to share with the Engineering team
• Describe ongoing problems, bugs and flag discrepancies in expected behavior when Engineering assistance is needed
• Work closely with the members of Engineering, Customer Success Management, and Customer Architect teams to help drive customer issues to resolution
• The regular work hours for this position are IST hours. The position includes participation in an on-call rotation to cover after-hours and weekend/holidays escalations
  
  
  

Requirements:

• 5+ years of experience in technical support or customer facing roles
• You have an extensive working knowledge on Linux platforms and system administration
• You have strong troubleshooting skills and technical knowledge to logically approach problems
• You have a good understanding and working knowledge of big data platform ecosystems and distributed systems
• You have a good understanding and working knowledge of relational database management and proficiency in SQL
• You possess excellent writing and communication skills with an attention to detail
• You are a team player and always ready to help
  
  
  

Bonus Points:

• Working experience on major Cloud infrastructure platforms AWS, Microsoft Azure & GCP
• Good understanding and working knowledge of Kubernetes
• Experience in supporting streaming applications such as Kafka and Kinesis & ETL applications
• Experience in supporting big data ecosystems on Cloud infrastructure or cloud SaaS applications
• Experience in data modeling & visualization
  
  
  

What we offer:

• Provident Fund - Employer will contribute Equivalent to your contribution to the Provident Fund
• Private Medical Insurance
• Paid Time Off
• Phone/Internet Allowance
• Home Office Equipment Reimbursement
  
  
  

Imply is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Please note, applications and candidate submissions are subject to our privacy policy and, for California residents, the CCPA terms available at https://imply.io/privacy.

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Due to reports of phishing, we’re requesting that all Imply applicants apply through our official Careers page at imply.io/careers. All official communication from Imply will come from email addresses ending with @imply.io.