Customer Engineer

Job Summary

The Associate Customer Engineer provides expert technical support to high-value customers, and partners resolving complex issues and proactively ensuring system health. They also play a key role in mentoring customer engineers and sharing knowledge to enhance overall customer satisfaction and product improvement.

Job Duties and 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.

Skills You Must Have

• 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.

Skills That Are Nice to Have

• 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.

Additional information

At Reltio, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.