Reltio is an award-winning SaaS company based in Silicon Valley that is at the heart of Digital Transformation for innovative Global 2000 companies. Reltio’s goal is to provide the mission-critical data foundation that businesses need to win in the experience economy. Reltio provides an agile, scalable, and smart Master Data Management (MDM) SaaS platform built on a cloud-native, big data architecture with graph technology and machine learning, called Reltio Cloud. Innovative Global 2000 companies, including 8 of the top 10 global pharmaceutical companies, 2 of the top healthcare services companies, 2 top hospitality brands, and 3 global luxury goods companies, trust Reltio Cloud to manage the data that matters most to their business. They choose to work with Reltio because of product functionality and performance, roadmap and vision, and a strong customer focus.

The Technical Support Engineer will partner with other cross functional teams for collaborating to resolve customer issues related to platform behavior and implementation. The successful candidate will partner with technical teams across the business to develop and deliver solutions that support business strategies and derive best business practices, implementation solutions and partner strategy for Reltio.

Responsibilities

• Provide top-quality technical support assistance to the customer, translating how Reltio provides a solution that results in high customer satisfaction
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting, collecting and analyzing information to provide to Engineering.
• Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture, and their operational impact
• Participate in a 24/7 on-call operational model, with rotations of providing after-hours support for critical issues submitted
• Participation in support phone model 
• Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base
• Author technical documents on common issues and solutions in order to build the knowledge base
• Identify a need and collect new customer requirements for Request for Enhancements (RFE) to Engineering
• Ability to proactively work across stakeholder organizations (Engineering, Customer Success, Professional Svcs, Sales) to provide customer solutions. 

Skills You Must Have:

• 2 years supporting enterprise solutions preferably in a SaaS or IaaS environment
• Previous experience as a support engineer, solution engineer supporting Enterprise-focused applications, preferably with a focus on data management, analytics, big data preferred
• Experience with NoSQL databases (Cassandra preferred), distributed indexes is a plus
• Experience working with REST API’s
• Ability to work with JAVA and JSON in troubleshooting scenarios
• Understanding cloud environments like Amazon AWS and GCP
• Experience with Postman or other API tools
• Ability to troubleshoot networking/performance issues using NewRelic or similar tools
• Demonstrated ability to exercise judgment when evaluating troubleshooting options, technical criteria, customer impacts and remediation recommendations that lead to efficient/effective resolution of issues
• Ability to utilize SSH and/or other logging interfaces to support troubleshooting needs
• Outstanding troubleshooting and problem-solving abilities, along with an ability to collaborate cross-functionally
• Strong ticket management experience with a demonstrated ability to manage competing priorities.
• Efficient time management skills
• Excellent communication skills

Skills that are a plus to have:

• Experience with big data technologies (ex. Qubole, Spark) is a plus
• Understanding of SaaS Configurations data models/Layers
• Understanding of performance and profiling techniques of complex systems is a plus
• Experience with MDM is a plus