Principal / Lead Support Engineer

CelerData • Menlo Park, CA

48d

About The Position

We’re seeking a Principal or Lead Support Engineer to deliver exceptional technical assistance to CelerData customers, resolving issues, optimizing performance, and driving customer success. This role combines deep technical expertise with a customer-first mindset to troubleshoot, educate, and influence product improvements based on real-world usage.

Requirements

• Ambition & Curiosity: A driven, inquisitive mindset—eager to learn CelerData product’s intricacies, tackle tough challenges, and grow into the role, even if starting with less experience or specific skills.
• Experience: 10+ years in a technical support, customer success, or engineering role, ideally with data analytics or database technologies.
• Technical Expertise:
• Experience with analytical databases (e.g., CelerData/StarRocks, ClickHouse, Snowflake, Databricks) and strong SQL skills.
• Ability to troubleshoot issues in a Linux environment across multiple layers (e.g., network, storage, security)
• Ability to troubleshoot issues in OLAP systems (e.g., query performance, data ingestion).
• Familiarity with distributed systems, cloud platforms (AWS, GCP, Azure), and data tools (e.g., Kafka, Flink, Tableau).
• Communication Skills: Proven ability to communicate technical solutions clearly to diverse audiences, from data engineers to IT managers.
• Problem-Solving: Adept at diagnosing complex issues under pressure and delivering root-cause resolutions.
• Collaboration: Experience working with engineering teams to escalate and resolve issues or influence product development.
• Leadership: Proven track record of mentoring or leading junior engineers, with a player-coach mindset—balancing direct technical work with team development.
• Processes: Experience improving support processes, such as implementing SLAs, automation tools, or CI/CD pipelines for issue resolution.

Nice To Haves

• Scripting skills (e.g., Python, Bash) for automation or diagnostics.
• Familiar with real-time analytics or BI technologies.

Responsibilities

• Go-live Support: Collaborate with customers to ensure successful deployment of their projects into production and help them quickly realize the value of CelerData product.
• Issue Resolution: Diagnose and resolve customer issues—ranging from query performance bottlenecks to integration challenges— when using CelerData’ products.
• Technical Guidance: Provide actionable advice to customers on optimizing CelerData deployments, including configuration tuning, data modeling, and integration with tools like Apache Kafka or BI platforms.
• Case Documentation: Maintain detailed records of support cases—capturing use cases, technical issues, and resolutions—to improve support processes and inform product enhancements.
• Customer Escalation Handling: Act as a point of escalation for complex issues, collaborating with engineering teams to deliver timely, effective solutions under SLAs.
• Feedback Loop: Gather customer feedback and usage insights, partnering with product and engineering teams to refine CelerData’ capabilities and address recurring pain points.
• Knowledge Sharing: Create and update support resources—like troubleshooting guides, FAQs, and best-practice articles—to empower customers and streamline issue resolution.
• Mentoring and Coaching: fostering team members’ technical growth through knowledge sharing, code reviews, and hands-on guidance. Conduct regular team training sessions and performance feedback to elevate overall support quality.
• Process Improvement: Analyze support trends and metrics to identify opportunities for process enhancements and proactive customer outreach.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees