Senior Customer Engineer

Senior Customer Engineer at Reltio

At Reltio®, we believe data should fuel business success. Reltio’s AI-powered data unification and management capabilities—encompassing entity resolution, multi-domain master data management (MDM), and data products—transform siloed data from disparate sources into unified, trusted, and interoperable data. The Reltio Connected Data Platform™ delivers interoperable data where and when it's needed, empowering data and analytics leaders with unparalleled business responsiveness. Leading enterprise brands—across multiple industries around the globe—rely on our award-winning data unification and cloud-native MDM capabilities to improve efficiency, manage risk and drive growth.

At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.

Reltio has earned numerous awards and top rankings for our technology, our culture and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk!

Job Summary

The Senior Customer Engineer provides expert technical support to high-value customers, and partners resolving complex issues and proactively ensuring system health. They also play a key role in mentoring customer engineers and sharing knowledge to enhance overall customer satisfaction and product improvement.

Job Duties And Responsibilities

• Handle highly complex technical problems for our customers that include technical configuration, workflow compilation, lambda code debug, integration and JSON knowledge. Primarily aligned for concierge and premier success plans customers.
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
• Provide alternate solutions and exercise independent judgment in developing methods, techniques, and evaluation criteria that lead to prompt resolution of issues.
• Provide high-quality customer engineering assistance that results in high customer satisfaction.
• Serve as a subject matter expert in multiple product features for supporting, enhancing, and fixing solutions that support a rapidly growing business at a massive scale.
• Attend in-person meetings with clients to analyze, troubleshoot, and diagnose problems
• Service as a Team Lead for areas of product expertise in resolving customer issues and ensuring appropriate ticket investigation and resolution quality and workloads for individual CEs.
• Serve as a mentor and team lead to train ramp-up customer engineers to technical progression into future senior engineers.
• Share and develop best practices with team members to enhance the quality and efficiency of technical support and contribute to the knowledge base.
• Participate in rapid response teams that include engineering and DevOps to be the face of the customer in communications and feedback
• Actively monitor tenant-level alerting tools and participate in collaborative communications for escalation prevention.
• Provide input on product and service-related enhancement requests back to Engineering, Product Management, Sales, and Marketing teams. that will improve our customers' successful use of our products and drive adoption.
• Operates with minimal guidance on daily tasks and receives high-level directives when taking on new initiatives.
• Lead corporate cross-functional initiatives that contribute to the improvement of the global customer engineering organization. Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture, and its operational impact.
• Participate in a 24/7 on-call rotation, providing after-hours support for critical issues.
• Share and develop best practices with team members to enhance the quality and efficiency of technical support and contribute to the knowledge base. Proactively communicate to avoid escalations and negative customer satisfaction.
• Author technical documents on common issues and solutions to build the knowledge base and participate in communities.
• Support weekend shifts on a rotational/as-needed basis if requested.
• Lead support initiatives to the betterment of the organization and team.
• Other duties and responsibilities as assigned.

Skills You Must Have

• Bachelor's degree in Computer Science or equivalent field of study.
• 5+ years of experience with on-premise or cloud MDM solutions.
• 5+ years of experience supporting enterprise products in SaaS in a customer-facing role.
• 5+ years of experience with Public Clouds AWS/GCP/Azure and their services.
• 5+ years of experience with REST APIs and integration tools.
• 5 + years previous experience as a software engineer, support engineer, or solution engineer supporting Enterprise-focused applications,
• Experience in data management, master data management, analytics, and big data platforms and technologies.
• Experience in hands-on programming (ex. Python, Java).
• Experience in object-oriented design, data structures, algorithm design, problem-solving, and complexity analysis.
• Experience with RESTful API development and debugging, Postman.
• Experience with web UI development with JavaScript frameworks.
• Working knowledge of scalable and distributed data systems using distributed file systems, Java, and cloud technology.

Skills That Are Nice To Have

• MS in computer science or equivalent experience preferred.
• Experience with NoSQL databases (Cassandra, Elastic Search, DynamoDB preferred), and distributed indexes is a plus.

Key skills/competency

• Customer Support
• Technical Troubleshooting
• SaaS
• MDM
• AWS
• REST APIs
• Python
• Java
• Data Management
• Cloud Platforms