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Senior Support Engineer
·Israel
Not specifiedFull-timeDatabase SoftwareReal-Time DataCloud Infrastructure
Experienced support engineer responsible for diagnosing and resolving complex technical issues for a real-time data platform used by enterprise customers. Collaborate with engineering to drive product improvements, participate in incident resolution, and contribute to documentation.
Responsibilities
- Troubleshoot and resolve technical issues for customers across diverse environments (cloud, hybrid, on-prem).
- Collaborate cross-functionally with engineering to drive resolution of complex problems and contribute to product improvement.
- Participate in real-time customer remediation efforts and live incident resolution.
- Act as a customer advocate to ensure timely and accurate issue resolution.
- Support enterprise customers with mission-critical systems and real-time data use cases.
- Assist with new deployments, configuration guidance, and performance tuning.
- Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities.
- Contribute to a collaborative, agile, and globally distributed support team.
Requirements
- Proven experience (7–10+ years) in technical support, systems engineering, or related roles.
- Deep proficiency with Linux (certification is a strong plus).
- Solid understanding of distributed systems and high-availability environments.
- Hands-on experience with NoSQL or similar database platforms.
- Familiarity with hybrid and cloud infrastructure (AWS preferred).
- Excellent problem-solving and diagnostic skills; ability to troubleshoot complex technical issues.
- Strong written and verbal communication skills.
- Comfortable in a dynamic environment; self-starter with a growth mindset.
- Willingness to participate in on-call rotation for after-hours, holiday, and weekend support coverage.
Nice to have
- Previous experience in enterprise software technical support.
- Exposure to Kubernetes, Docker, or other container orchestration systems.
- AWS certification or experience with large-scale cloud deployments.
- Bachelor’s degree in Computer Science, Engineering, or a related technical field—or equivalent practical experience.