Senior Software Engineer - Customer Engineering

TetraScience

167d

About The Position

TetraScience is the Scientific Data and AI Cloud company, catalyzing the Scientific AI revolution by designing and industrializing AI-native scientific data sets. The company is a leader in the market, generating more revenue than all other companies combined. In the past year, major players in compute, cloud, data, and AI infrastructure have partnered with TetraScience, establishing it as the de facto standard. Candidates are encouraged to review the Tetra Way letter by co-founder and CEO Patrick Grady to understand the company's values and ethos, which are crucial for alignment with the team culture. The position requires embodying these values daily.

Requirements

• 7+ years of experience in Performance, Scale, Resiliency, and Customer Support.
• Experience resolving technical support issues and escalations efficiently.
• Troubleshooting experience with API and various types of integration at scale in AWS.
• Experience with CloudNative platforms, Micro-services, Docker, and SaaS deployments.
• Experience with at least two of the following technologies: Databases, NoSQL, Kafka/Queueing Service, or Elastic Search.
• Experience in one or more scripting or programming languages: Python, PHP, JavaScript, React, Go, or Java.
• Demonstrated experience debugging software reliability issues in a distributed environment.
• Excellent interpersonal and communication skills.
• Self-driven, innovative, and willing to take initiative.
• Strong familiarity with CRMs like Zendesk or Salesforce.
• Bachelor's degree in engineering or a technical related field.

Responsibilities

• Work with customers to address technical issues.
• Investigate end-to-end stability, scale, and performance issues reported by customers.
• Drive issues to resolution and identify workarounds to unblock customers.
• Simulate customer issues in the lab to reproduce performance and scalability issues.
• Steward the customer support to engineering escalation process, streamlining communication with customer success.
• Develop tools, scripts, benchmarks, and documentation to assist customer support in diagnosing and troubleshooting issues.

Benefits

• Competitive Salary and equity in a fast-growing company.
• Supportive, team-oriented culture of continuous improvement.
• 100% employer paid benefits for all eligible employees.
• 401K.
• Generous paid time off (PTO).
• Flexible working arrangements - Remote work + Boston office as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees