Support Engineer

Crux - cruxdata.com

Role details for Support Engineer

Posted on

November 19, 2024

Location

Remote USA/PST preferred

Salary

$74,000 - $95,000

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About Us

We are building a platform to power the flow of data globally. It might sound ambitious, but we are well on our way to accomplishing this mission!

Crux is transforming how companies work with data. For years, data discovery, ingestion, and operations have been expensive, time-consuming, and frustrating for data teams looking to harness large quantities of data. We are solving this challenge by enabling enterprises with tools and operations services that facilitate the onboarding and delivery of any dataset to end customers—how, and where, they want it. In our lingo, we’re ushering in the third generation of ETL with data mesh capabilities for enterprises.

We are a fast-growing technology company with a strong culture focused on learning, excellence, teamwork, and ownership. Founded in 2017 by a seasoned team of data professionals, Crux has grown to over 100 employees and contractors and is backed by industry powerhouses, including Goldman Sachs, Morgan Stanley, and Two Sigma.

$74,000 - $95,000 a year

About the Role

As a Support Engineer at Crux, you will play a crucial role in maintaining the smooth operation of our data infrastructure and ensuring the satisfaction and success of our customers. You will be responsible for monitoring our production environment, diagnosing and resolving issues, and collaborating with cross-functional teams to enhance the overall service experience. This role requires a combination of technical proficiency, excellent communication skills, and a customer-centric mindset.

If you’re passionate about solving complex data challenges and making a real-world impact, we’d love to talk to you.

This role is 100% remote, based in the U.S.

Responsibilities

In this role, you will:

Utilize our System Health framework to proactively address production failures.

Diagnose and troubleshoot failed workflow incidents.

Provide technical assistance to customers through various channels, including email, chat, and phone.

Raise and manage escalations to other engineering teams or external suppliers as required.

Ensure timely communication with relevant stakeholders during incident resolution.

Notify clients about incidents, resolutions, and any necessary follow-up actions.

Prepare and maintain incident reports for review and analysis.

Contribute to the creation and maintenance of knowledge base articles and documentation.

Develop and document solutions for process improvement.

Assist in reconciling the backlog of client-impacting issues, prioritizing and resolving outstanding concerns.

Collaborate with other engineering teams to resolve complex problems.

Participate in special projects or initiatives that enhance the overall support and customer experience.

Qualifications

Bachelor’s degree and 3 years of relevant job-related experience, or an equivalent combination of education and experience.

Familiarity with cloud platforms such as Snowflake, Amazon S3, Google Cloud Platform (GCP), and BigQuery is desired but not required.

Proficiency in SQL and Linux is required; proficiency/experience with Python is highly preferred.

Familiarity with operating systems, networking concepts, and general software applications.

Understanding of data transfer methodologies, including traditional protocols such as FTP/SFTP, web scraping, and modern API-based approaches.

Strong analytical and problem-solving skills.

Detail-oriented with the ability to work in a fast-paced environment.

Collaborative team player with a proactive approach to problem-solving.

Ability to prioritize and manage multiple tasks effectively.

A desire to work in a fast-paced entrepreneurial environment where your work has a high impact on a growing business.

Excellent communication skills, both written and verbal.