Associate Customer Engineer

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Job Summary:

Reltio is a company focused on data unification and management, leveraging AI to transform siloed data into trusted, interoperable data. The Associate Customer Engineer provides expert technical support to high-value customers, resolving complex issues and ensuring system health while mentoring other engineers to enhance customer satisfaction.

Responsibilities:

• Handle highly complex technical problems for our customers that include technical configuration, workflow compilation, lambda code debug, integration and JSON knowledge. Primarily aligned for concierge and premier success plans customers.

• Resolve customer technical issues through diligent research, reproduction, and troubleshooting.

• 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

• Resolve customer issues and ensure appropriate ticket investigation and resolution quality.

• Share and develop best practices with team members to enhance the quality and efficiency of technical support and contribute to the knowledge base.

• 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.

• 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.

• 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.

• Other duties and responsibilities as assigned.

Qualifications:

Required:

• Bachelor's degree in Computer Science or equivalent field of study.

• Programming (Python, Java) and solid understanding of cloud technologies.

• Have completed two or more Internships during the undergraduate or graduate studies.

• Motivated to learn and adopt new technologies demonstrated by having taken certifications.

• Troubleshooting and debugging skills demonstrated by curiosity in determining solutions and workarounds for problems in hand.

• Problem solving and analytical skills.

Preferred:

• MS in computer science or equivalent experience preferred.

• Experience with NoSQL databases (Cassandra, Elastic Search, DynamoDB preferred), and distributed indexes is a plus.

• Object oriented programming and designs, Data Structures and Algorithms.

• Experience in data management, master data management, analytics, and big data platforms and technologies.

Company:

Reltio provides a cloud-native, SaaS data platform that synthesizes multi-source, complex data into a single source of trusted information. Founded in 2011, the company is headquartered in Redwood Shores, California, USA, with a team of 201-500 employees. The company is currently Late Stage. Reltio has a track record of offering H1B sponsorships.