Staff Customer Engineer

At Reltio®, we believe data should fuel business success. Reltio’s AI-powered data unification and management capabilities—encompassing entity resolution, multi-domain master data management (MDM), and data products—transform siloed data from disparate sources into unified, trusted, and interoperable data. The Reltio Connected Data Platform™ delivers interoperable data where and when it's needed, empowering data and analytics leaders with unparalleled business responsiveness. Leading enterprise brands—across multiple industries around the globe—rely on our award-winning data unification and cloud-native MDM capabilities to improve efficiency, manage risk and drive growth.

At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.

Reltio has earned numerous awards and top rankings for our technology, our culture and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk!

Job Summary: 

As one of the CE team leads  of the US Customer Engineering team,  the Staff Customer Engineer is responsible for ensuring best-in-class service to customers using Reltio Data-driven applications. You will join a high performance team of expert technical engineers dedicated to providing exceptional technical assistance and customer service. You will be responsible for ensuring timely resolution of customer reported issues, maintaining high customer satisfaction, and fostering a collaborative team environment.  You will ensure that the necessary processes and infrastructure to ensure support is always available, You will assist in providing 24x7, world-class technical subject matter expertise that helps customers get the most out of the applications, handles product support questions, troubleshooting, and escalating to Engineering as needed. You will seek to continually improve the efficiency and effectiveness of that team across channels (email, chat, phone, online forums, and customer knowledge base), promote processes, and ensure regular and effective communication.  

This role requires strong technical expertise, leadership skills, and a commitment to delivering outstanding support to our customers.  

Job Duties and Responsibilities:

• Leverage deep expertise in Reltio data management to architect, troubleshoot, and optimize complex customer problems. Quickly diagnose and resolve intricate technical issues, proactively identifying potential roadblocks and devising creative solutions.
• Collaborate with team members to triage, troubleshoot, and resolve complex customer issues efficiently and effectively. Streamline workflows and improve response times and resolution times.
• Guide and mentor a team of customer engineers, fostering their growth through technical  reviews, pair problem solving, and knowledge sharing. Empower team members to develop their technical skills and problem-solving abilities.
• Proactively identify and address recurring problems, contribute to knowledge base articles, and implement solutions that enhance product stability and reduce customer effort.
• Responsible for meeting aggressive SLA, ticket closure targets globally 24x7x365 a day in a SaaS environment.
• Collaborate with cross-functional teams (e.g., Product Development, Engineering, Customer Success, etc) to address customer issues, prioritize bug fixes, and influence product improvements.
• Maintain a strong understanding of service level agreements and work diligently to meet or exceed these targets, ensuring timely responses and resolutions.
• Develop and implement best practices for incident management, problem resolution, and knowledge sharing within the support team.
• Stay up-to-date on platform knowledge and new features, actively participating in training and sharing knowledge with the team.
• Conduct regular technical performance reviews, set goals, and foster a culture of continuous learning and improvement among team members.
• Act as a point of escalation for complex customer issues, providing technical guidance and working closely with engineers to resolve critical problems.
• Monitor customer feedback and sentiment, identify trends, and proactively address recurring issues to enhance overall customer experience.
• Other duties and responsibilities as assigned. 

Skills You Must Have: 

• Bachelor of Science in computer science or equivalent experience
• 8+ years of experience in programming (Java, Javascript, Python)
• 8+ years of experience developing Master Data Management (MDM) software with several full life cycle implementations in Reltio Cloud or similar platforms
• 8+ years of experience with enterprise-focused applications including data management, analytics, and big data platforms and technologies with MDM, AWS, GCP, Azure, Reltio Cloud 
• Proven success in hands-on design and implementation of large-scale enterprise systems.
•  Deep understanding of object-oriented design (OOD), data structures, algorithms, and performance optimization.
• Strong understanding of performance and profiling techniques of complex systems
• Experience with web UI analysis and development with JavaScript frameworks 
• Strong experience debugging Java server-side applications (logs, thread dumps, connectivity).
•  Hands-on knowledge of scalable and distributed data systems using distributed file systems, Java, and cloud technology 
• Experience with NoSQL databases (Cassandra and DynamoDB preferred), distributed indexes  
• Experience in providing high-level scalable design solutions
• The ideal candidate will demonstrate the ability to navigate challenging conversations with technical and non-technical audiences.
• Excellent communication skills, ability to clearly articulate technical concepts to both technical and non-technical stakeholders

Technical Skills You Must Have:

• Expertise implementing/ developing Master Data Management (MDM) software with several full life cycle implementations in Reltio Cloud or similar platforms
• Hands-on experience with Public Clouds AWS/GCP/Azure and their services.
• Experience with REST APIs and have solid experience in using Postman, Curl etc.;
• Experience with Analytical storages Snowflake, GoogleBigQuery etc;
• Experience in observability and monitoring tools such as logDNA, Splunk, CloudWatch etc;
• Java, Python and/or API experience preferred.
• Expertise working with data integrations, data management and warehousing systems at enterprise level
• Experience with support ticketing systems (e.g., Zendesk, ServiceNow) and customer relationship management (CRM) tools.

Skills That Are Nice to Have:  

• Master of Science degree.
• Prior experience working with data products within enterprise space.
• Prior experience working with Salesforce, Snowflake, GoogleBigQuery, etc.

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Last updated on Aug 12, 2024