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Aerospike
,
London, Greater London
Technical Support Engineer
Overview
Job Description
Aerospike is the global leader in next-generation, real-time NoSQL data solutions for any scale. Aerospike is a flexible distributed database with furious speed, low latencies and the ability to easily scale from Gigabytes to Petabytes. We work with a number of clients including PayPal, Snap, Adobe, Verizon Media and Wayfair. As an Aerospike Customer Support Engineer, you will be part of a global team in charge of supporting a wide range of Aerospike production deployments across cloud and bare metal environments. You will be responsible for handling and driving to resolution a variety of issues, from configuration to performance tuning (hardware and software) . Responsibilities * Work hand in hand with customers on production clusters issues and tuning. * Handle customer cases via web-based ticketing system, email, voice and chat. * Keep precise and detailed records in the ticketing system of all actions taken. * Escalate and route appropriately to relevant SME while owning and monitoring the communication with the customer. * Analyze logs and other monitoring data. * Provide input for tools that help diagnose and alleviate common issues and help implement such tools. * Guide customers through new deployments. * Regularly work flexible schedule and share on call duties. * Capture knowledge and write thorough documentation for best practices, known issues and their resolutions. Minimum Qualifications * 3+ years of work experience in a 24 x 7 technical customer service field, ideally with experience in: * Establishing and maintaining client / server environments, including troubleshooting configuration and networking issues. * Large-scale distributed database architectures. * World-class distributed system technology including clustered system, distributed database, distributed computing, distributed storage, etc. * Excellent technical, troubleshooting and analytical skills. * Excellent communication skills, both written and verbal. * Solid Linux operating system experience. * Ability to switch context efficiently between cases while staying proactive. * Comfortable being on week-end on-call duty approximately 1 day a month. * Ability to handle customer interactions with professionalism, empathy and diplomacy, in all situations. * Ability to effectively communicate technical concepts to a variety of audiences with different technical levels. Preferred Qualifications * Programming and/or scripting experience. * B.S. in Engineering or Computer Science. * Knowledge in data center and cloud deployments. About Aerospike Whether you're a new grad or a proven expert, you'll have the opportunity to learn new skills, grow your career, and work with the smartest, most passionate people in the industry. Revolutionizing an industry requires a top-notch team. Become a part of ours today. Bring your big ideas and we'll take on the next great challenge together. Aerospike's HQ is conveniently located in Mountain View, CA.