Desired Skills and Experience
- At least 8 years of relevant overall experience.
- Background with distributed systems, databases and performance analysis.
- Hands-on experience in Linux system administration.
- Experience in building and leading technical teams.
- Excellent scripting skills for debug and automation (Python knowledge is a plus).
- Experience in coding and debugging in one or more of the following: Java, C, Javascript.
- Server hardware troubleshooting is a plus.
- Strong communication skills.
- Define and drive implementation of support processes, tools and best practices.
- Be a subject master expert, develop training materials and mentor team.
- Troubleshoot, debug, and diagnose customer issues and drive them to closure.
- Monitor health of customer implementations, and define as well as track customer service metrics.
- Be available on support 24/7 on a rotational basis.
- Write tools and scripts to solve customer issues or improve support infrastructure.
- Drive product improvements with development engineering team based on feedback from customers and learnings from the field.
- Be a customer champion! Work with Sales and Customer Success teams to drive product adoption and customer success.