Software Engineer ( Platform Operations )

Our Amazing #TeamZaloni

We are the frontline evangelists and trusted advisors to our customers. Zaloni understands its customers require industry expertise as well as an ability to help them meet their business objectives. Zaloni customer service is the support we offer to our customers — both before and after they buy and use our products or services — that helps them have an easy and enjoyable experience. Offering amazing customer support is an important part of retaining customers and growing a business. It is more than just providing answers; it is an integral facet of the promise that Zaloni’s brand makes to its customers.

What You’ll Do in This Role to Add Value

Zaloni is seeking a Software Engineer who excels in providing customer support regarding diagnosing, reproducing, and fixing product-related issues. You will troubleshoot multiple types of environments and take ownership of problem isolation and resolution as well as bug reporting. To be successful in this role, you must be a motivated self-starter, committed to ongoing self-education, possess strong customer service skills, and have excellent technical problem-solving skills.

The Software Engineer works with customers to maintain satisfaction and drive resolution on all Support cases across Zaloni’s Arena platform. The Software Engineer will resolve Support cases for their customers and work with the Engineering team to get hotfixes/patches, manage the overall Support effort and any escalations for their accounts, and will work with key stakeholders within the account to maintain healthy Support activities. As a Software Engineer, you will be part of a talented team of engineers with a shared mission to make data easily accessible.

Responsibilities

• Effectively communicate support ticket information to team members and stakeholders in a timely and clear fashion
• Work directly with customers via phone, WebEx, and email to resolve Zaloni product-related technical issues and identify defects
• Assist with resolving general product and cloud issues and frequently asked questions; take ownership of tickets until full resolution
• Assist in the maintenance of the Zaloni knowledge base and create new articles based on recent customer issues
• Collaborate with other parts of the Zaloni organization, such as Development, CRR, and the Support Escalation team as necessary and write user stories for client enhancement requests as needed
• Demonstrate strong interpersonal and communication skills while working with customers and the internal team
• Participate in planned team-wide shift rotations to cover business needs, including 24x7 “on-call” responsibilities and weekend work
• Work closely with the team to identify, estimate, and prioritize issues and tickets

Required Skills/Qualifications

• Bachelor’s or Master's degree in Engineering or equivalent
• Knowledge of Python, shell script, and Linux
• Knowledge of AWS or Azure
• Experience with BigData concepts - HDFS Concepts, Cloud, ETL, Streaming, or other Big Data/Analytics technology preferred

Desired Skills/Experience

• Prior customer support experience in Big Data or Cloud
• Scripting at the command line level for Linux
• Knowledge Ansible
• Knowledge of document and peer review troubleshooting and problem resolution steps
• Ability to create advanced online technical content including Knowledge Base articles, training documents, blogs, etc.
• Ability to maintain a strong working knowledge of all related products, technologies, and upcoming releases
• Motivation to take proactive ownership in identifying and recommending product improvements in key product areas based on key data points
• AWS, HDP or Cloudera administration certifications is an added advantage

Our Awesome CompanyZaloni simplifies big data for transformative business insights. We work with pioneering enterprises to modernize their data architecture and operationalize their data lakes to incorporate data into everyday business practices. Zaloni’s data management platform, Arena, provides total control throughout the data pipeline from ingestion to analytics, with comprehensive data management, governance and self-service data preparation capabilities for IT and business users. A leader in big data for more than a decade, Zaloni’s expertise is deep, spans multiple industries, and has proven invaluable to customers at many of the world’s top companies. We are proud to be recognized by CRN’s 2017 Big Data 100 list, Forbes top 20 big data companies to work for, and Red Herring’s Top 100 North America Award.
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