Customer Engineer

At Reltio®, an SAP Company, we believe data should fuel your success in the enterprise AI era. Our  Context Intelligence Platform turns fragmented data into a trusted, connected context so AI agents and systems can act with expert-level judgement at enterprise scale. Reltio’s cloud-native SaaS platform harmonizes, unifies, and governs data across sources and formats—including unstructured data—in real time, turning them into data assets that can be mobilized in milliseconds to any application, user, or AI agent. Trusted by more than 200 of the world’s largest brands across industries such as life sciences, financial services, healthcare, and technology, we fuel frictionless operations and help enterprises accelerate  innovation and reduce risk.

At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.

Reltio has earned numerous awards and industry and analyst recognition for our technology, our culture and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk!

Job Summary: 

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 sharing knowledge to enhance overall customer satisfaction and product improvement.

Job Duties and Responsibilities:

• Handle complex technical problems for our customers that include technical configuration, workflow compilation, lambda code debug, integration and JSON knowledge. 
• Resolve all categories of customer technical issues (questions, tasks, and problems) through diligent research, reproduction, and troubleshooting per the organizational goals.
• 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 that support a rapidly growing business at a massive scale.
• Attend meetings with clients to analyze, troubleshoot and diagnose problems.
• Participate in rapid response teams that include engineering and DevOps to be the face of the customer in communications and feedback.
• 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 that will improve our customers' successful use of our products and drive adoption.
• Operates with minimal guidance on daily tasks and receives high-level directives when taking on new initiatives.
• Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture, and its operational impact.
• Participate in a 24/7 on-call rotation, providing after-hours support for critical issues.
• Share and develop best practices with team members to 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 and participate in communities.
• Support weekend shifts on a rotational/as-needed basis if requested.
• Lead support initiatives for the betterment of the organization and team.
• Other duties and responsibilities as assigned. 

Skills You Must Have: 

• Bachelor's degree in Computer Science or equivalent field of study. 
• 3+ years of experience with on-premise or cloud Data Unification solutions.
• 3+ years of experience supporting enterprise products in SaaS in a customer-facing role.
• 3+ years of experience with Public Clouds AWS/GCP/Azure and their services.
• 3+ years of experience with REST APIs and integration tools.
• 3 + years of previous experience as a software engineer, support engineer, or solution engineer supporting Enterprise-focused applications.
• Experience in data management, master data management, analytics, and big data platforms and technologies.
• Experience in hands-on programming (ex. Python, Java).
• Experience in object-oriented design, data structures, algorithm design, problem-solving, and complexity analysis.
• Experience with RESTful API development and debugging, Postman.
• Experience with web UI development with JavaScript frameworks.
• Working knowledge of scalable and distributed data systems using distributed file systems, Java, and cloud technology.

Skills That Are Nice to Have:  

• MS in computer science or equivalent experience preferred.
• Experience with NoSQL databases (Cassandra, Elastic Search, DynamoDB preferred), and distributed indexes is a plus.