CSS Support Engineer L2

M9 Solutions is seeking a CSS Support Engineer L2 to work remotely in support of a contract for a client located in Washington, DC. Must be a U.S. citizen or lawful permanent resident.

Responsibilities

• Serves as a technical liaison for data engineers utilizing Palantir Foundry platform, providing first-line support and guidance.
• Cultivates an in-depth understanding of Foundry applications, leveraging this knowledge to efficiently and satisfactorily address user inquiries.
• Works in tandem with product engineers to pinpoint, diagnose, and resolve bugs reported by users, enhancing overall platform stability and performance.
• Spearheads various support initiatives aimed at amplifying the global support framework for platform users, focusing on scalability and efficiency.
• Contributes to the enrichment of core documentation, filling in gaps and clarifying complex concepts where needed.
• Distills observed trends into actionable feature requests in collaboration with product engineers to steer the continuous evolution of the platform.

Required Skills and Qualifications

• Work Authorization: U.S. citizen or lawful permanent resident.
• Background in Computer Science, Engineering, Information Systems, or other technical field.
• Proficiency in Python and PySpark is essential, with additional skills in SQL, Java, and TypeScript/JavaScript viewed favorably.
• A good grasp of APIs, RESTful services, and development best practices, including code branching and testing.
• Exceptional English writing and communication skills, capable of engaging effectively with customers on intricate and sensitive issues.

Preferred Skills and Qualifications

• Experience with analytical software platforms and large-scale data utilization for solving valuable business problems across any industry or domain.
• Familiarity with advanced data analysis and engineering techniques, enabling users to fully leverage the platform's capabilities.
• Knowledge of development standard practices, including efficient code management strategies such as branching and testing.
• Demonstrated passion for customer support and empowerment, with a primary focus on addressing customer support tickets.
• Prior experience in customer support roles, preferably involving complex software platforms.
• Adaptability in a fast-paced setting, with a product and support landscape that is constantly evolving.
• A self-starter mentality, capable of independent operation and decision-making with minimal oversight.
• Strong organizational acumen and meticulous attention to detail, supported by effective prioritization and task management strategies. Experience in streamlining and enhancing support processes is a plus.
• Proven ability to apply analytical software solutions across large-scale data sets to solve significant business challenges in various domains.
• A commitment to continuous learning and growth, with a readiness to rapidly acclimate to the platform and project-specific workflows.
• Comfort in navigating and contributing to a dynamic work environment with shifting objectives and iterative user engagement.