Technical Support Engineer

Job Summary As a Technical Support Engineer (TSE) in the Education industry, you will serve as a Subject Matter Expert for a portfolio of enterprise accounts. Your primary responsibilities will include addressing technical inquiries in standard and custom deployment environments, aiding in supported LTS upgrades, conducting peer training, advancing personal education, and contributing to reference documentation. Collaboration with Support leadership, Engineering, Product, and Accounts teams is essential to ensure customers receive a valuable enterprise experience. You should demonstrate a high level of proficiency in both SEP and Galaxy, working independently with minimal supervision. Responsibilities Technical Support: - Support standard and custom deployments - Address technical queries through SFDC ticketing system - Reproduce reported issues, identify root causes, and offer solutions - Report SEP and Galaxy bugs in Jira and feature requests in Aha! LTS Upgrades: - Assist with upgrades upon customer request - Ensure customers are on a supported LTS version - Communicate unsupported LTS requests to the Account team Monthly Technical Check-ins: - Conduct scheduled technical check-ins with Business Units - Review open support tickets, update on product bugs, and recommend best practices - Ensure customer environments are on supported LTS versions Knowledge Sharing/Technical Enablement: - Contribute to reference documentation - Provide peer training - Assist content teams - Pursue personal technical education Project Involvement: - Contribute to departmental and cross-functional initiatives - Collaborate with Leadership to identify and address operational inefficiencies - Provide feedback on educational opportunities and project ideas Requirements - 5+ years of support experience - 3+ years of experience in Big Data, Docker, Kubernetes, and cloud technologies Skills - Proficiency in Big Data technologies (Teradata, Hadoop, Data Lakes, Spark) - Experience with Docker and Kubernetes - Knowledge of cloud technologies (AWS, Azure, GCP) - Familiarity with security protocols such as LDAP, OAuth2.0, SSL/TLS - Linux skills - Understanding of DBMS concepts and SQL - Proficiency in SQL, Java, Python, and Bash Benefits Why Join Us - Engage with a globally recognized team on innovative AI/ML projects - Embrace a culture that values curiosity, continuous learning, and impact - Collaborate with Fortune 500 clients and industry leaders - Opportunity to grow your career by becoming an instructor and sharing knowledge worldwide,