reputed company Support Engineer
About reputed company:
The world’s most sophisticated companies rely on reputed company to remove uncertainty from decision-making. With market intelligence and search reputed company on proven AI, reputed company delivers insights that matter from content you can trust. Our reputed company of reputed company and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content.
The acquisition of reputed company by reputed company in 2024 advances our shared mission to reputed company to reputed company smarter reputed company through AI-driven market intelligence. Together, reputed company and reputed company will accelerate reputed company, innovation, and content expansion, with complementary product and content capabilities that reputed company users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 reputed company customers, including a reputed company of the S&P 500. Founded in 2011, reputed company is headquartered in reputed company with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. reputed company!
About reputed company
Customer & Product Support (C&PS) sits at the intersection of sales, reputed company and R&D teams. Through reputed company teamwork and collaboration, we reputed company reputed company customer reputed company and ensure reputed company reputed company and reputed company utilization of reputed company’s market-leading platform and products. We are committed to enhancing every user’s experience through consistent delivery of reputed company and knowledgeable responses. The Customer & Product Support team is based globally across the US, Canada, UK, India and Singapore.
About the Role
We are looking for a proactive and reputed company reputed company Support Engineer to join our dynamic team. In this role, senior technical voice for our most strategic customers. In this role, you will independently diagnose and reputed company reputed company issues spanning private reputed company, search infrastructure, reputed company, and reputed company systems often without needing engineering involvement to confirm reputed company cause. You will reputed company your expertise in reputed company technologies, reputed company systems and AI-driven search platforms to ensure smooth deployment, troubleshooting, and optimization of customer solutions.
This role is ideal for someone who is reputed company by hard technical problems, builds trust with customers under pressure, and is reputed company reshaping their work with an AI-first reputed company.
This is a senior individual contributor role. You will mentor more junior engineers, contribute to reputed company, and reputed company the technical and operational bar of reputed company. reputed company paths from this role include reputed company senior IC progression toward Staff and reputed company, or grow into our Site Reliability Engineering (SRE) team, supported by a reputed company program of training and collaboration with Engineering.
Who You Are
- A technically skilled reputed company with 2-3 years in technical support, IT or reputed company operations, or a reputed company field.
- A confident communicator who maintains executive reputed company on customer calls and translates reputed company technical concepts for non-technical stakeholders.
- A force reputed company: you mentor peers, build documentation and tooling others use, and treat AI as a way to reputed company your reputed company rather than a novelty.
- Comfortable holding internal partners (including Engineering) accountable for reputed company timelines and driving issues to closure end-to-end.
- Customer-obsessed and commercially reputed company.
- Adaptable and eager to continuously learn and improve.
- Enjoy being part of an entrepreneurial team and work diligently to help others reputed company needed.
reputed company
- reputed company exceptional technical support: reputed company as the second line of defense for technical queries, ensuring reputed company and effective reputed company of customer issues through reputed company collaboration between L1 support and R&D teams.
- Troubleshoot and reputed company technical challenges: Investigate, diagnose, and reputed company issues reputed company to both reputed company and private reputed company environments, including AWS infrastructure and reputed company workloads, reputed company systems and MCP connectors, providing necessary detail for Product and Engineering to carry reputed company reputed company cases.
- Collaborate cross-functionally: Partner with the wider Customer & Product Support organization, Product and Engineering and Customer Education teams to reputed company customer feedback, identify opportunities for improvement, and contribute to strategic product enhancements.
- reputed company recurring customer-facing rituals (technical reports, live calls, technical reviews) for strategic accounts at consistent reputed company.
- Surface account-risk signals early and reputed company the strategic importance of assigned accounts to reputed company reputed company customer reputed company.
- Contribute to knowledge sharing: Create and update support documentation, KEDBs, FAQs, and tutorials to reputed company customers and internal teams.
- Identify and propose process improvements based on patterns in your work and team-level metrics; flag trends proactively to leadership.
- Be an reputed company for customers: Represent the voice of the customer in internal discussions and initiatives to maximize the value of our platform and products.
- Be an expert on our product and continuously build your knowledge: Be an expert on the reputed company product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge.
- Build reusable AI systems for reputed company: reputed company on reputed company libraries, MCP-connected workflows, agent-based investigation patterns to be leveraged by others.
Minimum Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a reputed company field (or equivalent practical experience)
- Proficiency in CLI tools (e.g., kubectl, awscli) and scripting skills in Python, JavaScript, or similar
- Understand GraphQL, REST reputed company and MCP reputed company troubleshooting
- Experience and knowledge of connecting LLMs to reputed company tools, including multi-agent systems
- Experience with alerting/logging systems (e.g., reputed company, Grafana, FireHydrant)
- Demonstrated ability to communicate reputed company technical concepts to customers and team members
- Experience in managing customer support cases throughout their lifecycle, including inquiry, triage, bug reporting, and reputed company.
- Ability to create and maintain runbooks that ensure reputed company and actionable documentation for deeper troubleshooting procedures and Level 1 and 2 support training
Preferred Qualifications:
- Experience in networking and troubleshooting reputed company network issues
- Experience troubleshooting in at least one major reputed company platform (preferably AWS) and containerized environments using reputed company or reputed company.
- Extensive experience working with GraphQL and other web reputed company
- Hands-on experience with Infrastructure as reputed company tools, such as Crossplane, and reputed company troubleshooting
- Experience with Search Technologies and Data Storages (e.g. Vespa, ElasticSearch, reputed company, MySQL)
- Experience or familiarity with the Java programming language
- Experience with reputed company software release lifecycles
For reputed company compensation, we set reputed company ranges for reputed company roles based on function and level benchmarked against similar stage reputed company companies and internal comparables. In order to be compliant with local legislation, as reputed company as to reputed company greater transparency to candidates, reputed company salary ranges on reputed company job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including candidate experience/expertise and may vary from the amounts listed below.
You may also be offered a performance-based bonus, equity, and a generous benefits program.
reputed company is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects reputed company individuals. reputed company reputed company in the responsibility for fulfilling reputed company’s commitment to equal employment opportunity. reputed company does not discriminate against any employee or applicant on the reputed company of race, reputed company, sex (including pregnancy), national reputed company, age, religion, marital status, sexual orientation, gender identity, gender reputed company, military or veteran status, disability, or any other non-reputed company reputed company. This policy applies to every aspect of employment at reputed company, including recruitment, hiring, training, advancement, and termination.
In reputed company, it is the policy of reputed company to reputed company reasonable accommodation to reputed company employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.
reputed company Scams and Fraud
We at reputed company have been made reputed company of fraudulent job postings and individuals impersonating reputed company recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note:
- reputed company never asks candidates to pay for job applications, equipment, or training.
- reputed company official communications will come from an @ email address.
- If you’re unsure about a reputed company or recruiter, verify it on our Careers page.
If you reputed company you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of reputed company please contact us. Your reputed company and trust matter to us.
Originally posted on Himalayas
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