Technical Support Engineer - Cloud (Remote West Coast)

Company Description

Dear trailblazers, forward-thinkers, and doers - We want you. DataStax is the real-time data company. With DataStax, any enterprise can mobilize real-time data and quickly build the smart, highly scalable applications required to be a data-driven business. We subscribe to a set of principles that guide how we collaboratively work together. We inspire each other with our values, obsessing over developers and enterprises, taking action and focusing on results, innovating in technology, products, and everything we do, and defining success as the team winning. We foster a diverse working environment that is respectful, generates new ideas, promotes ownership, and encourages highly motivated individuals to shape tomorrow. These form the foundation of the DataStax culture and help drive our decisions.

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

Your experience should include:

  • Strong English skills are a MUST

  • 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

  • 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

$105,000.00-$158,000.00

Additional Information

All your information will be kept confidential according to EEO guidelines.

Back to blog