Product Support Engineer (Cloud Support)

About Us 

Acceldata is the market leader in Enterprise Data Observability. Founded in 2018, Silicon Valley-based Acceldata has developed the world's first Enterprise Data Observability Platform to help build and operate great data products.  

Enterprise Data Observability is at the intersection of today’s hottest and most crucial technologies such as AI, LLMs, Analytics, and DataOps. Acceldata provides mission-critical capabilities that deliver highly trusted and reliable data to power enterprise data products.

Delivered as a SaaS product, Acceldata's solutions have been embraced by global customers, such as HPE, HSBC, Visa, Freddie Mac, Manulife, Workday, Oracle, PubMatic, PhonePe (Walmart), Hersheys, Dun & Bradstreet, and many more. Acceldata is a Series-C funded company and its investors include Insight Partners, March Capital, Lightspeed, Sorenson Ventures, Industry Ventures, and Emergent Ventures.

Position Summary

As a Product Support Engineer, you will join a team of highly skilled engineers who thrive on tackling new and impactful challenges, shaping the future of Acceldata’s support services. In this collaborative and dynamic environment, you will leverage your business acumen, technical expertise, and interpersonal skills to make a tangible difference for our valued customers. As one of the first Product Support Engineers, you will play a critical role in creating meaningful solutions while actively listening and empathizing with customers navigating complex product issues.

We’re looking for someone who can:

• Provide Support Services to our Gold & Enterprise customers using our Acceldata's flagship products ( Pulse, Flow & Torch). This may include assistance provided during the engineering and operations of distributed systems and responses for mission-critical systems and production customers.

• Demonstrate the ability to actively listen to customers and show empathy for the customer’s business impact when they experience issues with our products.

• Participate in the queue management and coordination process by owning customer escalations and managing the unassigned queue.

• Work on other support-related activities - Performing POC & assisting Onboarding deployments of Acceldata & Hadoop distribution products.

• Triage, diagnose, and escalate customer inquiries when applicable during their engineering and operations efforts.

• Collaborate and share solutions with both customers and the Internal team.

• Investigate product-related issues for particular customers and common trends that may arise.

• Study and understand critical system components and large cluster operations.

• Differentiate between issues that arise in operations, user code, or product.

• Coordinate enhancement and feature requests with product management and engineering teams.

• Be flexible in working shifts and participate in a rotational weekend on-call roster for critical support needs.

• Participate as a designated or dedicated engineer for specific customers. Aspects of this engagement translate to building long-term successful relationships with customers, leading weekly status calls, and occasional visits to customer sites.

What makes you the right fit for this position:

• 8-12 years of Experience with a highly-scalable, distributed, multi-node environment (50+ nodes).

• Prior enterprise support experience in a technical environment.

• At least 2+ years of experience managing and supporting a cloud infrastructure on any 3 platforms: Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP).

• Docker and Kubernetes configuration and troubleshooting, including Helm charts, storage options, logging, and basic kubectl CLI.

• Excellent communication skills in English (written and verbal)

• Strong troubleshooting skills (TCP/IP, DNS, File system, Load balancing, database, Java).

• Bachelor degree in Computer Science or Engineering or equivalent experience.

• Expertise in Hadoop operations (Zookeeper, HDFS, YARN, Hive, Nifi, and related components such as Hive Metastore, Cloudera Manager/Ambari, etc.)

• Authentication and security configuration and tuning (KNOX, LDAP, Kerberos, SSL/TLS, second priority: SSO/OAuth/OIDC, Ranger/Sentry).

• Java troubleshooting, e.g., collection and evaluation of jstacks, heap dumps.

Good to have:

• Master’s degree

• Linux, NFS, Windows, including application installation, scripting, basic command line.

• Experience working with scripting languages (Bash, PowerShell, Python).

• Working knowledge of application, server, and network security management concepts.

• Familiarity with virtual machine technologies.

• Knowledge of databases like MySQL and PostgreSQL,

• Certification on any leading Cloud providers (AWS, Azure, GCP ).

Acceldata is an equal-opportunity employer

At Acceldata, we are committed to providing equal employment opportunities regardless of job history, disability, gender identity, religion, race, color, caste, marital/parental status, veteran status, or any other special status. We stand against the discrimination of employees and individuals and are proud to be an equitable workplace that welcomes individuals from all walks of life if they fit the designated roles and responsibilities.

Life @ Acceldata

#LifeAtAcceldata is all about working with some of the best minds in the industry and experiencing a culture that values an ‘out-of-the-box’ mindset. If you want to push boundaries, learn continuously, and grow to be the best version of yourself, Acceldata is the place to be! 

We also believe in providing our employees with the right tools and resources to help them excel at their job. We offer:

- Flexible PTO Plan

- Up to 100% employer-paid benefits for health, dental, and vision coverage for specific plans

- Discounts and offerings through major vendors through our PEO

- Apple Air Mac Equipment

- Becoming part of the team who’s coined the term “Data Observability”!