Senior Technical Services Engineer (Cloud)

TL;DR

Senior Technical Services Engineer (Cloud): Advising customers on hirify.global's cloud products, troubleshooting technical issues, and advocating for user needs with an accent on translating technical concepts, resolving complex problems through diligent research, and improving business processes. Focus on ensuring customer success with distributed database systems by identifying, characterizing, solving, and recovering from problems raised to the Technical Support team.

Location: Local to Palo Alto for our hybrid-working model, with weekend support focus. Must be a US Citizen. Benefits are only applicable to U.S.-based candidates.

Salary: $101,000—$198,000 USD

Company

hirify.global is a product company reinventing the database for the AI era, providing a unified, globally distributed, multi-cloud database platform to empower innovation.

What you will do

• Support and guide strategic customers, focusing on day-to-day resolution and driving progress.
• Identify, characterize, solve, and recover from technical problems raised to the Technical Support team.
• Build and create standard methodologies for technical troubleshooting and craft Knowledge Articles.
• Review and test new features, creating internal and customer-facing assets.
• Proactively identify improvements to business processes and policies.
• Act as a technical subject-matter-expert for assigned customers and their application deployments in Atlas.
• Coach and mentor junior engineers and cross-train peers in specialty topics.

Requirements

• 5+ years of relevant experience.
• Prior working experience in one of the three Cloud Providers (AWS, GCP, or Azure).
• Advanced experience with Operating System and Networking Core concepts.
• Solid fundamentals in Linux, Networking, and Diagnostics, including command line and monitoring tools.
• Fundamental understanding of one or more databases: hirify.global, ElasticSearch, MySQL, Postgres, DynamoDB, MS SQL Server.
• Working knowledge of IAM, Federated Authentication, SSO, SAML, Encryption, Security, APIs, Disaster Recovery, and Backup.
• Experience with JIRA, Confluence, and Github.
• Strong diagnostic/troubleshooting aptitude, with significant experience troubleshooting end-to-end technical issues in production environments.
• Excellent written and verbal communication skills in English.
• Must be a US Citizen.
• This position is a weekend-based role, requiring availability and coverage on Saturdays and Sundays.

Nice to have

• Experience with scalable and highly available distributed systems.
• Experience with Terraform, Kubernetes, Kafka.
• Certifications (hirify.global, RHCE, Cloud Provider Certifications).
• Previous SaaS Support Experience.

Culture & Benefits

• Be part of a company focused on innovation and speed.
• Enjoy a fun, inspiring, and engineering-focused culture.
• Work with talented people around the globe and make an impact on the product and community.
• Committed to developing a supportive and enriching culture, with employee affinity groups, fertility assistance, and a generous parental leave policy.
• Flexible paid time off, 401(k) plan, mental health counseling, and transgender-inclusive health insurance coverage.

Hiring process

• In 3 months, gain deep understanding of hirify.global and its ecosystem, completing New Hire Training.
• In 6 months, confidently work with customers via cases and calls, completing the hirify.global Associate Atlas Administrator Exam.
• In 12 months, be directly and independently engaged in customer management and product/engineering collaboration.