Technical Support Engineer
On site
London, United Kingdom
Full Time
18-03-2025
Job Specifications
About the job
At Hydrolix, we are revolutionising the world of data management and analytics with an innovative cloud data platform purpose-built for petabyte-scale datasets. Hydrolix enables organizations to slash their data costs while simultaneously increasing their data retention.
We are seeking talented Technical Support Engineer to join our team and help us deliver exceptional solutions and support that meet our customers’ unique requirements. This is a technical, hands-on role, where you will need to understand the Hydrolix ecosystem in depth. You will play a crucial role in ensuring customer satisfaction by responding to, triaging, and managing customer support requests. You will work diligently to ensure that Hydrolix meets the Service Level Agreements (SLAs) provided to our customers and partners.
Responsibilities:
Troubleshoot and resolve technical issues encountered by customers, working closely with them via various channels such as Slack, Hangouts and Email
Triage and manage customer support requests, ensuring prompt resolution in accordance with SLAs.
Diagnose and troubleshoot technical issues related to our the Hydrolix Data platform.
Collaborate with Customer Success Engineering (CSE) and Site Reliability Engineering(SRE) to escalate and resolve complex issues.
Document and track customer issues, resolutions, and feedback in our ticketing system.
Provide customers with best practices and guidance on using the Hydrolix service.
Participate in an on-call rotation to provide support for critical issues.
Requirements:
Bachelor's degree in Computer Science, Information Technology, or a related field.
2+ years of experience in a technical support or customer-facing role.
Proficient in SQL with the ability to write queries, review query optimisation, work with large datasets and familiarity with database technologies (e.g., MySQL, PostgreSQL, MongoDB, etc.).
Experience with Kubernetes and container orchestration.
Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud) and database-as-a-service offerings.
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.
Willingness to participate in an on-call rotation.
About the Company
Transforming the Economics of Log Data Hydrolix is a streaming data lake optimized for log-intensive use cases that offers both real-time and historical analytics at scale. By combining the data structure and query performance of a data warehouse with the flexibility and cost benefits of a data lake, Hydrolix allows you to keep and analyze all your data without compromising your budget. Hydrolix takes care of streaming ingest, data transformation, and compression, maximizing the value of your data while making more log da... Know more
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