Premium Support Engineer (Remote EMEA)

As a Premium Support Engineer, you are a customer focused, team player who is passionate about enabling customer success. As a Premium Support Engineer drawing upon your deep technical expertise of both traditional RDBMS and open source technologies, you will listen, guide, and enable your customers in their usage of DataStax products through exceptional, high touch support. Having technical expertise, as well as excellent communication skills, you will have the ability to interact with both technical and non-technical audiences at all levels within our customers organizations.

What you will do:

• Serve as case manager for customers subscribed to the Premium program

• Provide empirical-based guidance to allow your customers to make informed decisions for the long-term health of their distributed solutions leveraging DataStax products

• Initiate and recommend consulting, training, and on-site visits supporting customers needs and expectations

• Develop a detailed understanding of customers clusters and applications, providing advice and solving issues through tickets that reflects their unique requirements

• Provide oversight and guidance to the Worldwide Support Team working with your customers

• Internal and external quarterback on Premium customer escalations. Ensure issues have the appropriate focus and are resolved as expediently as possible

• Leverage strong triaging skills to reproduce, troubleshoot, and solve highly challenging technical issues

• Act as your customers advocate internally within Sales, Support, Product Management, and Engineering

• Proactive operational enablement and mentorship to your customers through an instructional approach

• Contribute and review code samples, tutorials and blogs for inclusion in the DataStax Self-Help Portal

• Provide feedback to the training and documentation organization so that common and/or emerging issues can be addressed before they become serious or widespread

Your experience should include:

• BA / BS / MS in Computer Science, or equivalent

• Experience in an application development or database administrative role

• Experience with traditional RDBMS or NoSQL databases including data modeling, performance tuning, and configuration

• Experience administering, configuring, or delivering solutions on Linux, Java, and Python

• Experience in a customer-facing support, application development, or consulting role

• Experience with Apache Cassandra or DataStax Enterprise

• Experience with Java Virtual Machine (JVM) tuning and troubleshooting preferred but not required

• Experience with and deep knowledge of datacenter architecture and infrastructure, preferably multi-datacenter and global deployments in both on-prem and cloud environments

• Experience with and knowledge of Solr, Spark, Graph, and streaming/messaging technologies preferred

• Experience with and knowledge of monitoring technologies such as Prometheus and Grafana preferred

• Past experience and knowledge of cloud-based DevOps methodologies and associated technologies, preferably Kubernetes

• Experience with and knowledge of REST, GraphQL, and schemaless Document API design and development in enterprise ecosystems

• Ability and willingness to learn new technologies quickly

• Strong communication and presentation skills with an ability to present complex solutions concisely

• Creative and adaptive with the ability to remove obstacles, accelerate resolution, and quickly restore the customer to normal operations

• Organized and analytical, able to thrive under pressure

• Calm, composed, and articulate when dealing with challenging situations

• Autonomous and self-motivated

• Ability to travel up to 5% of the time is required