Senior Technical Support Engineer (Remote)

At Imply, our mission is to empower people and organizations to achieve more with their data. We believe that better insights lead to better decisions, and that the right technology can remove barriers, spark innovation and create lasting impact. In addition to our successful database business, we're building the industry's first observability warehouse, Imply Lumi. Built by the creators of Apache Druid, Lumi lets organizations store more data, support more use cases and spend less for observability. Imply Lumi is a high-performance, cost-efficient data layer built to decouple existing observability tools with zero disruption.

In this role, you will help redefine what is possible with observability and security data. As part of the Support Team you will play an important role in bringing Imply Lumi to life. Lumi delivers lightning fast queries, significant cost savings and seamless integration with leading observability technologies while giving customers the freedom to innovate without vendor lock-in. You will partner closely with customers to understand their challenges, design tailored solutions and demonstrate how Lumi can unlock new levels of speed, scale and value from their data.

Backed by leading investors including a16z and Bessemer Venture Partners, Imply is on a fast growth trajectory, transforming how organizations manage and gain insights from their observability and security data. Our customers, including Pepsi, Reddit, Roblox, Salesforce, and others, rely on our technology to power faster decisions, reduce costs, and unlock new possibilities. Come join a team of innovators and problem-solvers who are reshaping the future of data!

The Role

We are looking for an experienced Senior Technical Support Engineer who is dynamic, technology savvy and customer centric. If you are a natural problem solver and a strong communicator with diverse technical skills, you are the right fit for this role!

You're a great fit if you enjoy the thrill of resolving a diverse range of real-time problems, love to learn, and are highly motivated to deliver exceptional results to our customers while serving with some of the best support engineers around in a fun and fulfilling environment. You will get to leverage both your technical and interpersonal skills as you partner with Engineering, Customer Success Management, Customer Architect and Product Management teams. If you are ready to roll up your sleeves, grow your technical skills, and help solve technical challenges in a supportive environment, we want to hear from you!

Responsibilities

• Deep troubleshooting and resolving customer issues on Imply Druid platform within Service Level Agreements
• Responsible for attending to operational issues on Imply's SaaS offering (Polaris), Imply Hybrid hosted on AWS infrastructure, and self hosted clusters on major Cloud platforms such as AWS, GCP, and Azure
• Diagnosing, reproducing, and resolving a wide range of customer issues on the Imply Druid platform that includes Pivot (Imply's data visualization tool, designed specifically to utilize the speed of Druid), Clarity (Imply's monitoring tool), backend DB (Mysql, postgres), deep storage (HDFS, S3, Azure blob, etc) and ZooKeeper services ranging from simple configuration changes and ingestion issues to helping customers troubleshoot in Imply clusters with hundreds of nodes
• Writing technical content in the form of knowledge-based articles dedicated to operational efficiency and thereby empowering and enabling teammates and customers
• Ensure issues and time spent are tracked and documented appropriately in the Zendesk ticketing system
• Assess the level of business impact of issues/product defects/feature requests reported by customers and create detailed reports in Jira to share with the Engineering team
• Describe ongoing problems, bugs and flag discrepancies in expected behavior when Engineering assistance is needed
• Work closely with the members of Engineering, Customer Success Management, and Customer Architect teams to help drive customer issues to resolution
• The position includes participation in an on-call rotation to cover after-hours and weekend/holidays escalations

Requirements

• 5+ years of experience in technical support or customer facing roles
• You have an extensive working knowledge on Linux platforms and system administration
• You have strong troubleshooting skills and technical knowledge to logically approach problems
• You have a good understanding and working knowledge of big data platform ecosystems and distributed systems
• You have a good understanding and working knowledge of relational database management and proficiency in SQL
• You possess excellent writing and communication skills with an attention to detail
• You are a team player and always ready to help

Bonus Points

• Working experience on major Cloud infrastructure platforms AWS, Microsoft Azure & GCP
• Good understanding and working knowledge of Kubernetes
• Experience in supporting streaming applications such as Kafka and Kinesis & ETL applications
• Experience in supporting big data ecosystems on Cloud infrastructure or cloud SaaS applications
• Experience in data modeling & visualization
• Experience with Splunk or other observability tools

What We Offer

• 100% Paid Medical, Dental and Vision Benefits
• 401(k) Program
• Fertility Coverage
• Pet Insurance
• Dependent Care FSA
• Mental Health Support
• Life and AD&D Insurance
• Unlimited Paid Time Off - USA Only
• Wellness Stipend
• Home Office Equipment Reimbursement
• Pre-Tax Commuter Benefits

Individual compensation will be determined based on the candidate's experience and qualifications aligned with Imply's internal leveling guidelines and benchmarks. The below range encompasses roles with on target earnings. This role is also eligible to participate in Imply's equity plan subject to the terms of the applicable plans and policies.

Compensation: $115,000 - $155,000

Don't meet every single requirement? Studies have shown that certain minority groups are less likely to apply to jobs unless they meet every qualification. At Imply, we are dedicated to building a diverse, inclusive and authentic workplace. If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or for other roles in the future.

Imply is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Please note, applications and candidate submissions are subject to our privacy policy and, for California residents, the CCPA terms available at https://imply.io/privacy.

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