Support Engineer

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Diagnose and resolve intricate customer challenges related to SQL queries, data pipelines, API integrations, and Kafka.

• Align customer challenges with solutions available in Allium, encompassing datasets, delivery methods, documentation, and integration patterns.

• Assist customers in identifying issues in Snowflake, BigQuery, Postgres, and various other data sources, while enhancing performance.

• Work in collaboration with the engineering team to investigate bugs, recognize patterns, and implement fixes.

• Create internal tools and scripts to automate troubleshooting processes and enhance response times.

• Author documentation and knowledge base articles for both customers and internal use.

• Collaborate with GTM and product teams to convert customer pain points into actionable insights.

• Engage in daily sync meetings focused on ongoing issues, progress updates, and areas for improvement.

• Develop an AI-native support system that provides leverage.

• Assess and prioritize incoming issues in accordance with customer SLAs, differentiating between critical institutional data incidents and routine query inquiries.

⛳️ Requirements

• Proficiency in AI tools, common failure modes, and contemporary practices.

• Expertise in SQL, including the ability to write, optimize, and debug intricate queries.

• Background in delivering technical support for a SaaS or data product.

• Familiarity with blockchain data primitives across ecosystems like Solana and EVM chains.

• Knowledge of APIs, data connectors, and ETL tools.

• Proficient in scripting or automation with Python, Bash, or similar languages.

• Strong grasp of Linux environments and command-line utilities.

• Exceptional communication and documentation abilities.

• A proactive and empathetic approach to managing customer relationships.

• Capability to work independently and take full accountability for issues from identification to resolution.

• Availability to overlap for two hours with NYC mornings from Monday to Thursday, between 10 am and 12 pm ET.

🏝️ Benefits

• Medical, Dental, Vision, Life, and AD&D insurance.

• US employees enjoy 100% coverage for Gold plans and 80% coverage for dependents.

• Meaningful equity in an early-stage company.

• Stock option grants available for all full-time employees.

• Flexible, trust-based paid time off.

• Vacation policies that meet or exceed local statutory requirements in every country where the company operates.

• Company-sponsored 401(k) plan for US employees.

• Opportunity to gain insights into how petabyte-scale data infrastructure operates.

• Chance to develop AI-native support systems.

• Learn incident management and manage institutional customer expectations.

• Develop expertise in blockchain data ecosystems.

• Learn about enterprise data delivery mechanisms.

• Opportunity to become an Allium Data Wizard.