Staff Product Support Engineer – Cloud Support

What makes you the right fit for this position?

• Experience: 10+ years of related experience in customer-facing support, post-sales, technical architecture, or consulting roles, with a focus on Cloud ecosystems (AWS, Azure, GCP) with expertise in at least one and Data Lakes.
• Cloud & Data Management: Proficient in cloud platforms such as AWS, GCP, and Azure, as well as Kubernetes, Docker, Additionally, expertise in Linux distributions such as RHEL, Ubuntu, and SUSE, ensuring comprehensive Cloud & Data Management capabilities.
• Collaboration: Willingness to work with customers to understand their use cases, identify pain points, and deliver tailored solutions within the agreed service levels.
• Soft Skills: Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts clearly.
• Technical Aptitude: You’ll interact directly with our customers to provide operations expertise by leveraging deep knowledge and best practices in Data Quality, Cost Optimization, and Data Reliability in relation to our broader Acceldata Platform.
• Empathy & Calm Under Pressure: Ability to handle situations calmly, bring a structured approach to problem-solving, and demonstrate tenacity, combined with a deep technical understanding and empathy for the customer’s situation.

What is it like to work at Acceldata ADOC team as Staff Product Support Engineer?

• As a trusted partner, you’ll manage support cases, troubleshoot intricate technical issues, and provide proactive solutions that empower organizations to maximize their data infrastructure. Your contributions will have a lasting impact on our customers’ success and Acceldata’s evolution of data observability.
• You’ll work with some of the most innovative minds in data observability, collaborating across internal teams to solve complex technical problems and continually improve our support processes. This role provides invaluable experience in managing distributed, scalable environments and real-world customer issues. You’ll be given the freedom and responsibility to ensure seamless support operations for Gold and Enterprise customers, gaining deep insights into various industries and use cases.
• You will work on a complex cloud-native platform in keeping stable, fast, and reliable for enterprise customers.
• This role requires flexibility to work in rotational shifts, based on team coverage needs and customer demand.
Candidates should be comfortable supporting operations in a 24/7 environment and be willing to adjust their working hours accordingly.

Responsibilities

• Lead end-to-end execution of projects and cross-functional deliverables for Staff Product Support Engineer - Cloud Support.
• Collaborate closely with departmental peers and stakeholders to ensure seamless operational continuity.
• Monitor core performance KPIs, troubleshoot bottlenecks, and implement optimization protocols.
• Champion high quality standards, peer reviews, and comprehensive team documentation.