Principal Support Engineer

Job Description:

We're looking for a stellar Principal Support Engineer to join our Support Services team in EMEA. As a Principal Support Engineer you will be a part of our Support Services team that is 100% Remote working on a global team. You will be responsible for maintaining and managing Postgres databases, partnering closely with our clients by providing guidance, support and execution following best practices. 

What your impact will be:

• Technical leadership and input toward Customer Support’s impact on our customer needs through their journey post-sale, including integration, testing, tuning, administration, design, development, and planning of their estate of the EDB analytical solutions.

• Prioritize and manage several open issues at one time and be the Subject Matter Expert.

• Lead, design, enable and coach the Support Services Analytics SME pod.

• Properly escalate unresolved issues to appropriate internal teams (e.g. software development).

• Representation within EDB and the analytics communities of what a customer experience should be.

• Test and develop troubleshooting strategies and mechanisms for EDB products geared and developed towards containers running on public /private cloud environments.

• Troubleshoot, diagnose and solve Postgres-based database solution issues and provide prompt and accurate feedback to customers.

What you will bring:

• 10+ yrs of total experience including recent 7+ years of experience in Data Warehouse solution with an emphasis on on Greenplum

• In depth knowledge of Greenplum’s parallel processing and integration with big data frameworks such as Hadoop

• Strong understanding of data warehousing concepts and analytical query design

• Strong understanding of Kubernetes architecture (nodes, pods, services, deployments, etc.), knowledge of Kubernetes API objects and their relationships, proficiency in writing and managing YAML files for Kubernetes resources, use of Helm charts for managing Kubernetes applications

• Use of Monitoring tools like Prometheus, Grafana, and ELK stack, knowledge of logging solutions and troubleshooting techniques, experience with Persistent Volumes and Persistent Volume Claims and Knowledge of dynamic provisioning and storage classes.

• 2+ years of scripting experience with Python, Bash, PowerShell and YAML

• 2+ years of programming experience with C, C++, , Java, or .net

• Strong experience in cloud service environments in AWS, Azure and GCP.

• Intermediate to advanced knowledge of Red Hat Openshift for database solutions.

• Experience mentoring junior and mid-level technical support engineers

• Ability to work cross-functionally with Development, Product Management and Sales Teams

• Ability to lead critical incident calls and driving resolution under pressure

• Ability to create detailed technical documentation for customers and internal teams

• Ability to create runbooks, playbooks and best practice documentation

• Facilitation of knowledge transfer sessions and training for technical support

• Strong troubleshooting skills and mindset

• Good interpersonal and communication skills(both verbal & written)

• Good time-management skills and ownership

• Flexibility to work in Shifts and on weekends (if required)

What will give you an edge:

• Redhat Linux certification (RHCE) is preferred with strength in RHOS

• PostgreSQL Certified Professional 

• Certifications related to Greenplum

• OpenShift Administrator certification preferred

• Working knowledge of deployment/development on AI/ML applications and GenAI skills would be an added advantage