Customer Engineer

At Reltio an SAP Company we believe data should fuel your success in the enterprise AI era. Our Context Intelligence Platform turns fragmented data into a trusted connected context so AI agents and systems can act with expert-level judgement at enterprise scale. Reltios cloud-native SaaS platform harmonizes unifies and governs data across sources and formatsincluding unstructured datain real time turning them into data assets that can be mobilized in milliseconds to any application user or AI agent. Trusted by more than 200 of the worlds largest brands across industries such as life sciences financial services healthcare and technology we fuel frictionless operations and help enterprises accelerate innovation and reduce risk.

At Reltio our values guide everything we do. With an unyielding commitment to prioritizing our Customer First we strive to ensure their success. We embrace our differences and are Better Together as One Reltio. We are always looking to Simplify and Share our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We Own It. Every day we innovate and evolve so that today is Always Better Than Yesterday. If you share and embody these values we invite you to join our team at Reltio and contribute to our mission of excellence.

Reltio has earned numerous awards and industry and analyst recognition for our technology our culture and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If youre ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data lets talk!

Job Summary:

Customer Engineer provides expert technical support to high-value customers and partners resolving complex issues and proactively ensuring system health. They also play a key role in sharing knowledge to enhance overall customer satisfaction and product improvement.

Job Duties and Responsibilities:

• Handle complex technical problems for our customers that include technical configuration workflow compilation lambda code debug integration and JSON knowledge.
• Resolve all categories of customer technical issues (questions tasks and problems) through diligent research reproduction and troubleshooting per the organizational goals.
• Provide alternate solutions and exercise independent judgment in developing methods techniques and evaluation criteria that lead to prompt resolution of issues.
• Provide high-quality customer engineering assistance that results in high customer satisfaction.
• Serve as a subject matter expert in multiple product features for supporting enhancing and fixing solutions that support a rapidly growing business at a massive scale.
• Attend meetings with clients to analyze troubleshoot and diagnose problems.
• Participate in rapid response teams that include engineering and DevOps to be the face of the customer in communications and feedback.
• Actively monitor tenant-level alerting tools and participate in collaborative communications for escalation prevention.
• Provide input on product and service-related enhancement requests back to Engineering Product Management Sales and Marketing teams that will improve our customers successful use of our products and drive adoption.
• Operates with minimal guidance on daily tasks and receives high-level directives when taking on new initiatives.
• Understand and keep up-to-date on the latest product functionality its dependencies the underlying architecture and its operational impact.
• Participate in a 24/7 on-call rotation providing after-hours support for critical issues.
• Share and develop best practices with team members to enhance the quality and efficiency of technical support and contribute to the knowledge base.
• Proactively communicate to avoid escalations and negative customer satisfaction.
• Author technical documents on common issues and solutions to build the knowledge base and participate in communities.
• Support weekend shifts on a rotational/as-needed basis if requested.
• Lead support initiatives for the betterment of the organization and team.
• Other duties and responsibilities as assigned.

Skills You Must Have:

• Bachelors degree in Computer Science or equivalent field of study.
• 3 years of experience with on-premise or cloud MDM solutions.
• 3 years of experience supporting enterprise products in SaaS in a customer-facing role.
• 3 years of experience with Public Clouds AWS/GCP/Azure and their services.
• 3 years of experience with REST APIs and integration tools.
• 3 years of previous experience as a software engineer support engineer or solution engineer supporting Enterprise-focused applications.
• Experience in data management master data management analytics and big data platforms and technologies.
• Experience in hands-on programming (ex. Python Java).
• Experience in object-oriented design data structures algorithm design problem-solving and complexity analysis.
• Experience with RESTful API development and debugging Postman.
• Experience with web UI development with JavaScript frameworks.
• Working knowledge of scalable and distributed data systems using distributed file systems Java and cloud technology.

Skills That Are Nice to Have:

• MS in computer science or equivalent experience preferred.
• Experience with NoSQL databases (Cassandra Elastic Search DynamoDB preferred) and distributed indexes is a plus.

Reltio is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.