Senior Technical Support Engineer

TL;DR

Senior Technical Support Engineer: Providing deep troubleshooting and resolving customer issues on the hirify.global Druid platform and related SaaS and cloud infrastructure. With an accent on supporting complex big data ecosystems, distributed systems, and observability tools. Focus on diagnosing diverse technical problems, collaborating cross-functionally, and ensuring operational excellence in a fast-growing product environment.

Location: Remote (USA), Burlingame, CA

Salary: $115,000 - $155,000

Company

hirify.global builds high-performance data platforms including the observability warehouse hirify.global Lumi, empowering organizations to gain insights from their data efficiently and at scale.

What you will do

• Perform deep troubleshooting and resolve customer issues on hirify.global Druid platform and SaaS offerings within SLAs.
• Manage operational issues across cloud-hosted and self-hosted clusters on AWS, GCP, and Azure.
• Diagnose and resolve issues involving data visualization, monitoring tools, backend databases, and distributed storage.
• Create technical knowledge base articles to improve operational efficiency.
• Track and document issues in Zendesk and report business impact in Jira for engineering collaboration.
• Participate in on-call rotations covering after-hours and holiday escalations.

Requirements

• 5+ years experience in technical support or customer-facing roles.
• Strong Linux platform and system administration skills.
• Proficient troubleshooting and logical problem-solving abilities.
• Good understanding of big data ecosystems, distributed systems, and relational databases with SQL proficiency.
• Excellent written and verbal communication skills with attention to detail.
• Team player ready to collaborate across departments.

Nice to have

• Experience with AWS, Microsoft Azure, and GCP cloud platforms.
• Knowledge of Kubernetes and streaming applications like Kafka and Kinesis.
• Experience supporting big data ecosystems on cloud infrastructure or SaaS applications.
• Data modeling and visualization experience.
• Familiarity with Splunk or other observability tools.

Culture & Benefits

• 100% paid medical, dental, and vision benefits.
• 401(k) program and fertility coverage.
• Pet insurance and dependent care FSA.
• Mental health support and life insurance.
• Unlimited paid time off (USA only) and wellness stipend.
• Home office equipment reimbursement and pre-tax commuter benefits.