Celerdataopenroles

Celerdataopenroles

Lead Support Engineer, Database

Menlo Park, CA

Sponsorship not specifiedDetected 22 days ago
PythonBashDistributed SystemsCode ReviewSQLSnowflakeDatabricksAWSGCPAzureCloud PlatformsCI/CDLinuxRESTKafkaData AnalysisData VisualizationAgentic AIProcess ImprovementCustomer SuccessCustomer SupportLeadershipCommunicationCollaboration

About the role

  • This role combines deep technical expertise with a customer-first mindset to troubleshoot, educate, and influence product improvements based on real-world usage.

Responsibilities

  • 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.
  • 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.
  • Processes: Experience improving support processes, such as implementing SLAs, automation tools, or CI/CD pipelines for issue resolution.
  • Maintain detailed records of support cases-capturing use cases, technical issues, and resolutions-to improve support processes and inform product enhancements.
  • Act as a point of escalation for complex issues, collaborating with engineering teams to deliver timely, effective solutions under SLAs.
  • Analyze support trends and metrics to identify opportunities for process enhancements and proactive customer outreach.

Requirements

  • Experience with analytical databases (e.g., PhoenixAI /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).
  • Technical Expertise: Experience with analytical databases (e.g., PhoenixAI /StarRocks, ClickHouse, Snowflake, Databricks) and strong SQL skills.

Nice to have

  • Scripting skills (e.g., Python, Bash) for automation or diagnostics.

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.
  • Bonus Points: Scripting skills (e.g., Python, Bash) for automation or diagnostics.
  • Familiar with real-time analytics or BI technologies.
  • PhoenixAI is the Agentic AI Database, purpose-built to give autonomous AI agents sub-second access to live enterprise data at massive scale.
  • Formerly known as CelerData, PhoenixAI is headquartered in Menlo Park, California.
  • Learn more at phoenixdata.ai

Company info

  • As a Principal / Lead Support Engineer, you'll ensure customers maximize PhoenixAI's value by resolving technical challenges and enhancing their experience.
  • Your responsibilities include: Go-live Support: Collaborate with customers to ensure successful deployment of their projects into production and help them quickly realize the value of PhoenixAI product.
  • Technical Guidance: Provide actionable advice to customers on optimizing PhoenixAI deployments, including configuration tuning, data modeling, and integration with tools like Apache Kafka or BI platforms.
  • Knowledge Sharing: Create and update support resources-like troubleshooting guides, FAQs, and best-practice articles-to empower customers and streamline issue resolution.
  • Collaborate with customers to ensure successful deployment of their projects into production and help them quickly realize the value of PhoenixAI product.
  • Create and update support resources-like troubleshooting guides, FAQs, and best-practice articles-to empower customers and streamline issue resolution.
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