Job Description
COMPANY NAME:
DataStax Canada, Inc.
BUSINESS ADDRESS:
3975 Freedom Cir, Santa Clara, CA 95054
ABOUT US:
DataStax is the open, multi-cloud stack for modern data apps. DataStax gives enterprises the freedom of choice, simplicity, and true cloud economics to deploy massive data, delivered via APIs, powering rich interactions on multi-cloud, open source and Kubernetes.
We subscribe to a set of principles that guide how we collaboratively work together. We inspire each other with our values, obsessing over users and enterprises, taking action and focusing on results, innovating in technology, products, and everything we do, and defining success as the team winning.
We foster a diverse working environment that is respectful, generates new ideas, promotes ownership, and encourages highly motivated individuals to shape tomorrow. These form the foundation of DataStax's culture and help drive our decisions.
POSITION:
Premium Support Engineer
MAIN DUTIES AND RESPONSIBILITIES:
As a Premium Support Engineer, you are a customer focused, team player who is passionate about enabling customer success. As a Premium Support Engineer drawing upon your deep technical expertise of both traditional Relational Database Management Systems (RDBMS) and open source technologies, you will listen, guide, and enable your customers in their usage of DataStax products through exceptional, ’high touch’ support. Having technical expertise, as well as excellent communication skills, you will have the ability to interact with both technical and non-technical audiences at all levels within our customers’ organizations.
Responsibilities will include:
Serve as case manager for customers subscribed to the Premium program;
Provide empirical-based guidance to allow customers to make informed decisions for the long-term health of their distributed solutions leveraging DataStax products;
Initiate and recommend consulting, training, and on-site visits supporting customers’ needs and expectations;
Develop a detailed understanding of customers’ clusters and applications, providing advice and solving issues through tickets that reflects their unique requirements
Provide oversight and guidance to the Worldwide Support Team working with customers
Internal and external liaison on Premium customer escalations, ensuring issues have the appropriate focus and are resolved as expediently as possible
Leverage strong triaging skills to reproduce, troubleshoot, and solve highly challenging technical issues
Act as customer advocate internally within Sales, Support, Product Management, and Engineering
Contribute and review code samples, tutorials and blogs for inclusion in the DataStax Self-Help Portal
Provide feedback to the training and documentation organization so that common and/or emerging issues can be addressed before they become serious or widespread.
TERMS OF EMPLOYMENT:
Full Time
LANGUAGE OF WORK:
English
WAGE:
120,000 - 170,000 CAD on an annual basis
BENEFITS:
● Healthcare
● Vision
● Dental
● Employee and Dependent Life Insurance
● Long Term Disability (LTD) Benefits
LOCATION(S) OF WORK:
Toronto, Ontario
EDUCATION:
Bachelor degree in Computer Science, Engineering, or related discipline.
EXPERIENCE & OTHER REQUIREMENTS:
Experience with traditional Relational Database Management Systems (RDBMS) or NoSQL databases including data modeling, performance tuning, and configuration
3-5 years of experience in an application development or database administrative role
Experience administering, configuring, or delivering solutions on Linux, Java, and Python
2-5 years of experience in a customer-facing support, application development, or consulting role
Experience with Apache Cassandra™ or DataStax Enterprise
Experience with Java Virtual Machine (JVM) tuning and troubleshooting preferred but not required
Experience with and deep knowledge of datacenter architecture and infrastructure, preferably multi-datacenter and global deployments in both on-prem and cloud environments
Experience with and knowledge of Solr, Spark, Graph, and streaming/messaging technologies
Experience with and knowledge of monitoring technologies such as Prometheus and Grafana preferred.
CONTACT US:
Apply directly or contact Milan Higginbotham with your resume.
milan.higginbotham@datastax.com
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