Advanced Customer Engineer

Job Summary:

The Advanced Customer Engineer provides the next-level expertise and service to ensure all the Reltio customers get the best possible experience. This position requires a deep understanding of the Reltio application stack from the front end to the database layers and analysis of break-fix cases.

Job Duties and Responsibilities:

• Build highly scalable and reliable platform services and components to create the foundation of the core Reltio Platform architecture.
• Develop and implement strong algorithms/techniques for solving complex problems in a high-volume and high-availability environment.
• Take complete ownership of Reltio Platform features, components, and integrations.
• Build and implement scalable and accurate monitoring platforms and metrics platforms.
• Analyze user needs and software requirements to determine design feasibility within time and cost constraints.
• Provide top-quality technical support assistance, resulting in high customer satisfaction.
• Identify opportunities for continuous improvements to Reltio cloud-based platforms (AWS, CGP, and Azure).
• Develop new ways to optimize and streamline the Reltio Platform layer to facilitate a seamless implementation experience for our customers.
• Devise enhancements, and monitor performance, stability, and consistency of the Platform to facilitate the delivery of well-rounded decision-making in connection with product development and delivery.
• Resolve customer technical issues through research, reproduction, UI/API/performance debugging, and troubleshooting.
• Remain abreast of technological advancements to identify cutting-edge and new pragmatic approaches to building sustainable solutions, including applying pragmatic approaches to deliver solutions and fixes to critical customer-facing obstacles.
• Provide alternate solutions and exercise independent judgment in developing methods, techniques, and evaluation criteria that lead to prompt resolution of issues.
• Support Enterprise-focused applications, with a focus on data management, analytics, and big data platforms and technologies (Hadoop, Spark, MapReduce).
• Plan, design, and build effective solutions to support a rapidly growing business at a massive scale.
• Learn and keep up-to-date on the latest product functionality, dependencies, underlying architecture, and their operational impact.
• Research and develop solutions for customer support cases using extensive product knowledge, version control software, and troubleshooting techniques.
• Enable a deeper understanding of MDM, NoSQL, Data structures, Service architecture, and System design through documentation.
• Collaborate with support, product management, and core engineering team members to design systems and obtain information on project limitations, capabilities, performance requirements, and interfaces.
• Represent Reltio in Customer meetings as an Engineering expert to provide clear and deep knowledge of customer issues and impacts.
• Provide input on product and service-related enhancement requests to Engineering, Product Management, Sales, and Marketing teams.
• Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
• Support, enhance, and fix solutions that support a rapidly growing business at a massive scale
• Other duties and responsibilities as assigned.

Skills You Must Have:

• Bachelor of Science degree in computer science or equivalent experience.
• 5+ years developing on large-scale enterprise systems.
• Experience in object-oriented design, data structures, algorithm design, problem-solving, and complexity analysis.
• Experience with web UI development with JavaScript frameworks.
• Experience debugging server-side Java applications including troubleshooting logs, thread dumps, and connectivity issues.
• Working knowledge of scalable and distributed data systems using distributed file systems, Java, and cloud technology.
• Experience with NoSQL databases (Cassandra preferred), and distributed indexes.
• Understanding of performance and profiling techniques of complex systems.
• Excellent analytical and troubleshooting skills.
• 2 years of experience developing Master Data Management (MDM) software with several full life cycle implementations in Reltio Cloud.
• 2 years of experience designing and implementing end-to-end, on-premise and cloud, MDM solutions in Reltio Cloud.
• 2 years of experience with enterprise-focused applications including data management, analytics, and big data platforms and technologies with MDM, AWS, GCP, Azure, and Reltio Cloud.
• 2 years of experience configuring & validating the Comparator, Match tokens, Match & Merge setup, and survivorship rules in MDM on Reltio Cloud.
• 2 years of experience in using Version Controlling software including Bitbucket, VSS, SVN for storing and promoting the code.

Skills That Are Nice to Have:

• Experience with big data technologies (ex. Hadoop, MapReduce, Spark).
• Master of Science degree in computer science or equivalent experience.