Senior Customer Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main technical advisor for enterprise customer accounts with a moderate to high level of technical complexity.

• Independently manage customer deployments, migrations, upgrades, health assessments, and performance enhancement initiatives.

• Execute thorough technical evaluations of application architecture, query performance, driver settings, infrastructure sizing, replication strategies, and operational best practices.

• Proactively recognize technical risks, performance hindrances, and opportunities for adoption.

• Lead the resolution of intricate customer technical challenges related to performance issues, infrastructure limitations, latency irregularities, scaling problems, cluster instability, and unexpected operational events.

• Serve as a senior technical escalation point within the Customer Engineering team.

• Collaborate with Support, Engineering, Product, Customer Success, and Cloud Operations to facilitate issue resolution.

• Maintain technical leadership during production incidents involving customers.

• Oversee implementation and migration projects, including production modernization and transitions from platforms like Cassandra, DynamoDB, or similar.

• Drive production readiness planning and operational best practices alongside customer technical teams.

• Mentor Customer Engineers through technical guidance, knowledge sharing, and collaborative problem-solving efforts.

• Create troubleshooting guides, technical playbooks, architectural best practices, and internal training materials.

• Identify recurring technical challenges and opportunities for process enhancement or automation.

• Collaborate with Customer Success Managers on account health, adoption strategies, technical risk management, and opportunities for expansion.

• Assist Sales and Solutions Engineering with technical assessments, customer transitions, and strategic engagements.

• Provide field insights to Product and Engineering teams.

• Contribute to technical enablement initiatives, Scylla University content, customer workshops, documentation, blogs, and technical presentations.

⛳️ Requirements

• 6+ years of experience in customer-facing technical roles, such as Customer Engineering, Solutions Architecture, Professional Services, Site Reliability Engineering, or Distributed Systems Engineering.

• Extensive experience supporting enterprise customers in complex post-sale technical settings.

• Practical expertise with distributed databases including ScyllaDB, Cassandra, or Datastax Enterprise.

• Strong troubleshooting skills across database performance, infrastructure, distributed systems behavior, and customer production settings.

• Experience leading customer migrations, upgrades, performance tuning projects, or architectural modernization efforts.

• In-depth knowledge of Linux systems and practical scripting/programming skills in Python, Java, C++, or similar languages.

• Solid understanding of IP networking, cloud infrastructure, and distributed application architectures.

• Hands-on experience with AWS, GCP, and/or Azure.

• Excellent written and verbal communication skills, enabling effective collaboration with customer engineering teams and technical leadership.

• Proven ability to mentor peers and enhance the overall effectiveness of the technical team.

• Strong ability to execute autonomously, solve problems, and demonstrate sound judgment in uncertain situations.

• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.

• Extensive operational knowledge of ScyllaDB, Cassandra, or similar distributed data platforms.

• Experience with DynamoDB, Redis, MongoDB, Kafka, or other large-scale data technologies.

• Familiarity with Kubernetes, Docker, and containerized infrastructure.

• Public cloud certifications (AWS/GCP/Azure).

• Experience in building technical automation, operational tools, or observability solutions.

• Experience supporting SaaS or managed cloud environments.

• Experience delivering technical workshops, training sessions, or customer-facing technical presentations.

🏝️ Benefits

• Remote work opportunity in the USA.

• Chance to collaborate with a global Customer Engineering team.

• Opportunities for mentoring and technical leadership.

• Contribution to Scylla University content, customer workshops, documentation, blogs, and technical presentations.

• Exposure to enterprise customers and technically challenging distributed database environments.