Imply, the company built by the creators of Apache Druid and focused on big data analytics, and their new observability warehouse, Imply Lumi, is hiring a Senior Technical Support Engineer. This role is central to the Support Team, providing deep technical troubleshooting and partnership to ensure customer success with the Imply Druid platform and the new Lumi offering across multiple cloud and hosted environments.

This is a Full-time, Remote position with a compensation range of $115,000 – $155,000 annually, plus eligibility for the equity plan.

Role Summary and Deep Troubleshooting Mandate

This is a high-impact, customer-centric role requiring a dynamic and technology-savvy individual who can resolve diverse, real-time problems. You will leverage technical and interpersonal skills to partner with Engineering, Customer Success, and Product teams to drive customer issues to resolution on a complex, distributed data platform.

Responsibilities:

• Deep Troubleshooting: Perform deep troubleshooting and resolve customer issues on the Imply Druid platform within specified Service Level Agreements (SLAs).
• Platform Coverage: Attend to operational issues on Imply’s SaaS offering (Polaris), Imply Hybrid hosted on AWS, and self-hosted clusters on major Cloud platforms (AWS, GCP, and Azure).
• Complex Diagnosis: Diagnose, reproduce, and resolve a wide range of issues spanning Imply components, including Pivot (data visualization), Clarity (monitoring), backend DB (Mysql, Postgres), deep storage (HDFS, S3, Azure blob), and ZooKeeper, sometimes involving clusters with hundreds of nodes.
• Documentation & Enablement: Write technical content in the form of knowledge-based articles dedicated to operational efficiency to empower teammates and customers.
• Issue Reporting: Assess the business impact of issues/defects/requests and create detailed reports in Jira for the Engineering team.
• On-Call: Participate in an on-call rotation to cover after-hours and weekend/holiday escalations.

Required Experience and Technical Qualifications

The ideal candidate has extensive experience in technical support for complex, distributed systems, with strong skills in Linux, big data platforms, and SQL proficiency.

• Experience (Mandatory):
  • 5+ years of experience in technical support or customer-facing roles.
• Core Technical Skills:
  • Extensive working knowledge of Linux platforms and system administration.
  • Strong troubleshooting skills and technical knowledge to logically approach problems.
  • Good understanding and working knowledge of big data platform ecosystems and distributed systems.
  • Good understanding and working knowledge of relational database management and proficiency in SQL.
• Soft Skills: Excellent writing and communication skills with attention to detail; team player mentality.
• Bonus Points (Preferred):
  • Working experience on major Cloud infrastructure platforms (AWS, Microsoft Azure & GCP).
  • Good understanding and working knowledge of Kubernetes.
  • Experience in supporting streaming applications (Kafka, Kinesis) and ETL applications.
  • Experience in supporting big data ecosystems on Cloud infrastructure or cloud SaaS applications.
  • Experience in data modeling & visualization or with Splunk or other observability tools.