Technical Support Engineer

As a Hybrid Cloud Support Engineer, you will utilize your passion for helping others to ensure that our Users and Enterprises are successful in their use of DataStax products and solutions. This is a continuous learning and teaching role where you will develop and share your knowledge of troubleshooting, configuration, and exciting new technologies inclusive of and complementary to Apache Cassandra, DataStax Enterprise, and Astra.What you will do:Research, reproduce, troubleshoot, and solve highly challenging technical issuesProvide thoughtful direction and support for technical inquiriesEnsure that customer issues are resolved as expediently as possibleDiagnose and reproduce customer reported issues and log JIRA ticketsParticipate in on-call rotation for after-hours, holiday, weekend support coverageCreate code samples, tutorials, and articles for the DataStax Knowledge BaseCollaborate and contribute to Support Team infrastructure tools and processesFulfill the on-call rotation requirements of this role Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise 4-6 years of experience supporting large enterprise customers in a customer-facing support roleExperience with supporting a Software as a Service Cloud productExperience with Grafana, Prometheus, Splunk, Datadog and other monitoring solutionsExperience supporting Kubernetes-based distributed applications, or an understanding of Kubernetes fundamentalsExperience with pub-sub, messaging and streaming solutions like Pulsar, KafkaExperience using APIs and understanding app development lifecycle with a language or framework based on Java, Python or Go would be preferredExperience/certifications with AWS/GCP/Azure deployments and associated cloud based monitoring tools would be preferredExperience with Linux operating systems, including command line, performance, and network troubleshootingExcellent verbal and written communication skillsLifetime learner, self-motivated with ability to multi-task during high pressure situations Preferred technical and professional experience Supporting Apache Cassandra environments or other relational and/or alternative database technologies is a plusUnderstanding of Java, Python, Go and/or another language (Troubleshooting skills)Experience with escalation management and customer success or premium supportExperience working in a fast-moving high-pressure environment