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. Reltio’s cloud-native SaaS platform harmonizes, unifies, and governs data across sources and formats—including unstructured data—in 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 world’s 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 you’re 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, let’s talk!

Job Summary: 

The Associate 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 mentoring customer engineers and sharing knowledge to enhance overall customer satisfaction and product improvement.

Job Duties and Responsibilities:

• Handle highly complex technical problems for our customers that include technical configuration, workflow compilation, lambda code debug, integration and JSON knowledge. Primarily aligned for concierge and premier success plans customers.
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
• 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
• Resolve customer issues and ensure appropriate ticket investigation and resolution quality.
• Share and develop best practices with team members to enhance the quality and efficiency of technical support and contribute to the knowledge base.
• 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.
• 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.
• 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.
• Other duties and responsibilities as assigned. 

Skills You Must Have: 

• Bachelor's degree in Computer Science or equivalent field of study. 
• Programming (Python, Java) and solid understanding of cloud technologies.
• Have completed two or more Internships during the undergraduate or graduate studies.
• Motivated to learn and adopt new technologies demonstrated by having taken certifications
• Troubleshooting and debugging skills demonstrated by curiosity in determining solutions and workarounds for problems in hand.
• Problem solving and analytical skills.

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.
• Object oriented programming and designs, Data Structures and Algorithms
• Experience in data management, master data management, analytics, and big data platforms and technologies.