At Hydrolix, we are revolutionizing 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 Engineers 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 Solutions Architects (SA) 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.