Principal Technical Support Engineer

In this role you will:

• Own U.S. Government customer support requests from intake through closure, including tickets received through dedicated support and urgent-support channels.
• Triage severity and business impact, collect accurate environment and data-flow details, create support cases, and maintain complete customer and technical records.
• Diagnose complex PDP issues, specifically involving MarkLogic and Semaphore, including installation, upgrades, clustering, forests, replication, backup and restore, security, performance, Linux, networking, and cloud deployments.
• Diagnose issues involving enterprise data and metadata, including ingestion, transformation, modeling, indexing, search, query behavior, data quality, and movement across MarkLogic and connected systems, while maintaining appropriate handling of sensitive government data.
• Assess how data architecture, volume, distribution, and access patterns may affect system behavior, reliability, and performance.
• Provide timely, precise customer communications, including status, diagnostic requests, workarounds, recovery steps, and clear expectations for next actions.
• Coordinate urgent incidents and troubleshooting calls with customers, Progress Support, Engineering, Product Management, Professional Services, and account teams.
• Escalate product defects and high-risk cases with reproducible evidence, business impact, and complete supporting information; track them to resolution.
• Work effectively with restricted U.S. Government environments where direct access or electronic transfer of logs, screenshots, or data samples may be limited.
• Monitor shared support channels, maintain continuity across handoffs, and participate in scheduled on-call, holiday, weekend, and after-hours coverage.
• Identify recurring product, data, and operational issues and improve knowledge articles, troubleshooting guidance, intake checklists, and support processes.
• Serve as a senior technical and procedural resource, mentor teammates, and help ensure consistent case quality and customer care.

Your background:

• 8+ years of enterprise software technical support, production operations, systems engineering, database administration, data-platform operations, or equivalent experience.
• Demonstrated ownership of complex, customer-facing incidents and the ability to manage multiple cases without losing detail or momentum.
• Deep understanding of database and distributed-system concepts such as clustering, replication, transactions, indexing, caching, backup and recovery, and high availability.
• Experience troubleshooting enterprise data platforms, including data modeling, ingestion, transformation, metadata, indexing, search, data quality, and system-to-system data flows.
• Ability to analyze the relationship between data characteristics, query patterns, application behavior, and platform performance.
• Hands-on Linux troubleshooting, including services, processes, file systems, resource utilization, logs, and common command-line diagnostic tools.
• Strong networking and security fundamentals, including TCP/IP, DNS, TLS/SSL, authentication, LDAP, SAML, Kerberos, and certificate troubleshooting.
• Experience supporting Java, JavaScript, XQuery, SQL, JSON, XML, REST APIs, and client/server applications; MarkLogic and Semaphore experience is strongly preferred.
• Experience with AWS and/or Azure deployments, including virtual machines, storage, networking, automation templates, and operational troubleshooting.
• Ability to translate incomplete symptoms into a structured diagnostic plan and communicate clearly with both technical and nontechnical stakeholders.
• Excellent written and verbal English communication, sound judgment during high-severity incidents, and a strong customer-service orientation.
• Bachelor's degree in computer science, information systems, engineering, data science, or a related field preferred, or equivalent practical experience.
• Must be a U.S. citizen due to being in the federal group.

If this sounds like you and fits your experience and career goals, we’d be happy to chat.    

What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and also to enjoy:  

• Medical, dental, vision, life & disability, and financial benefits, including a 401(k) retirement savings plan, tuition reimbursement program, and optional benefits such as critical illness/hospital indemnity/personal accident, identity theft protection, auto & home insurance, legal insurance, and pet insurance.
• Competitive salary and incentive compensation opportunities, including bonus or uncapped commission (as applicable to the position), along with a best-in-class Employee Stock Purchase Program (ESPP) featuring a 27-month lookback.
• Flexible paid vacation time, a paid day off for your birthday, company holidays, and a variety of leave programs, including Parental Leave.
• Employee Assistance Program (EAP) and employee well-being resources focused on physical, mental, social, and financial health.