Technical Support Engineer (Remote US West)

Company Description

Join us! DataStax is the company that helps Developers and Companies successfully create a bold new world through GenAI. We offer a One-stop Generative AI Stack with everything needed for a faster, easier, path to production for relevant and responsive GenAI apps. Generative AI has changed everything and this is the moment for you to act! Are you passionate about Gen AI, data and shaping the future? Do you want to help the leading developers and enterprises deliver the experiences that will change lives? Are you energized by solving hard problems with smart people while having fun? Were 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 - reach out and join us!

Job Description

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

• Must be located in the Pacific or Mountain time zones

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.

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$107,834-$161,750 USD