When our customers have problems, they contact us and it is our goal to help them as quickly as possible, human to human. We're looking for a Sales Engineer to support our Great Expectations Cloud product. Your main responsibility will be to work with our customers via web forums, email, phone/video calls, and chat to solve support issues. Issues can include product configuration, service outages or network issues, debugging application errors, and discussing feature requests. You'll also work with our engineering team to prioritize issues and development, and stand up internal tools and documentation to improve customer-facing resources.
What You'll Do
Manage urgent customer outages and requests--including diagnosing and fixing issues in close coordination with the Engineering team.
Provide email, web, and phone support to Superconductive customers and partners
Build a knowledge base with technical documentation, manuals for the support team and for the customers. Help create company documentation and knowledge base articles
Identify bugs and improvements in the Superconductive cloud product
Answer slack channel conversations with our team members and customers, helping to drive resolution of issues at an individual contributor level
Demonstrate ownership and coordinate with engineering and escalation teams to achieve resolution of customer issues and requests
Contribute well documented bugs and feature requests arising from customer submitted requests to an internal and external knowledge base
Collaborate with the GTM team for coordinating the customer issues and best practices guidelines
Work with engineering to build runbooks for triaging issues
Create automation and tooling programs to make daily troubleshooting efficient
Glad you asked!
3+ years of experience in a customer-facing technical role i.e. sales engineer, software engineer, technical support, etc.
Significant experience using python for development
Direct experience with data work in python, pandas, SQL, Spark, etc
A high level of empathy for our customers, curiosity and tenacity to get to the root cause of issues
In-depth knowledge of and the ability to perform advanced troubleshooting on our cloud product and its integration with customer-built and/or configured data pipeline systems
Strong communication skills, combined with experience at fault isolation debugging cloud systems
Experience using cloud-based services and comfort assessing and communicating the effects of upstream/vendor service outages
Experience with software development tools including git, project management software, CI toolchains, containers, and cloud service providers
Stand Out Attributes
Work experience as a software engineer, especially with data-centric systems, API development, and/or distributed architectures
Experience with data engineering teams and tools, including common cloud-based data warehouses and/or ETL tools
People management skills
Superconductive Health, Inc. is an Equal Opportunity Employer. In compliance with Federal law and the Federal Acquisition Regulation (FAR) 22.1800, the selected candidate will be required to provide documentation that will verify their identity and eligibility to work in the United States.
Please note that while the position is remote, we currently require applicants to be located in the United States and cannot offer visa sponsorship at this time.