Staff Site Reliability Engineer - (Technical Support)

About Us 

Acceldata is the market leader in Enterprise Data Observability. Founded in 2018, Silicon Valley-based Acceldata has developed the world's first Enterprise Data Observability Platform to help build and operate great data products.

Enterprise Data Observability is at the intersection of today’s hottest and most crucial technologies such as AI, LLMs, Analytics, and DataOps. Acceldata provides mission-critical capabilities that deliver highly trusted and reliable data to power enterprise data products.

Delivered as a SaaS product, Acceldata's solutions have been embraced by global customers, such as HPE, HSBC, Visa, Freddie Mac, Manulife, Workday, Zoominfo, GSK, Oracle, PubMatic, PhonePe (Walmart), Hersheys, Dun & Bradstreet, and many more. Acceldata is a Series-C funded company and its investors include Insight Partners, March Capital, Lightspeed, Sorenson Ventures, Industry Ventures, and Emergent Ventures.

Position Summary:

The ideal candidate should possess strong troubleshooting skills to systematically identify and resolve issues in machines or systems. They should also demonstrate empathy towards customers' concerns and a keen interest in expanding their product and technology knowledge. They must also be Subject Matter Experts in at least one Hadoop Big Data component.

We’re looking for someone who can:

• Provide support services to our Gold & Enterprise customers using our flagship Acceldata Pulse, Flow & Torch Product suits. This may include assistance provided during the engineering and operations of distributed systems and responses for mission-critical systems and production customers.
• Manage the day-to-day aspects of support cases, incidents, and escalations
• Ensure issues have the appropriate focus and are resolved as expediently as possible
• Document and record all activity in accordance with both internal and external security standards
• Research, reproduce, troubleshoot, and solve highly challenging technical issues.
• Demonstrate the ability to actively listen to customers and show empathy for the customer’s business impact when they experience issues with our products.
• Participate in the queue management and coordination process by owning customer escalations and managing the unassigned queue.
• Be involved with and work on other support-related activities, such as Performing POC and assisting in Onboarding deployments of Acceldata and Hadoop distribution products.
• Triage, diagnose and escalate customer inquiries when applicable during their engineering and operations efforts.
• Collaborate and share solutions with both customers and the Internal team.
• Investigate product-related issues both for particular customers and for common trends that may arise.
• Study and understand critical system components and large cluster operations.
• Differentiate between issues that arise in operations, user code, or product.
• Coordinate enhancement and feature requests with product management and the Acceldata engineering team.
• Flexible in working in Shifts.
• Participate in a Rotational weekend on-call roster for critical support needs.
• Participate as a designated or dedicated engineer for specific customers. Aspects of this engagement translate to building long-term successful relationships with customers, leading weekly status calls, and occasional visits to customer sites.

What makes you the right fit for this position?

• A strong desire and aptitude to become a well-rounded support professional. Acceldata Support considers the service we deliver as our core product.
• A positive attitude towards feedback and continual improvement
• A willingness to give direct feedback to and partner with management to improve team operations
• A tenacity to bring calm and order to the often stressful situations of customer cases
• A mental capability to multi-task across many customer situations simultaneously
• Bachelor's degree in Computer Science or Engineering or equivalent experience. A Master’s degree is a plus
• At least 2+ years of experience with at least one of the following cloud platforms: Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), and experience with managing and supporting a cloud infrastructure on any of the 3 platforms. Also knowledge on Kubernetes, Docker is a must.
• Strong troubleshooting skills (in the example, TCP/IP, DNS, File system, Load balancing, database, Java)
• Excellent communication skills in English (written and verbal)
• Prior enterprise support experience in a technical environment strongly preferred
• Ability to create patches on the existing releases.
• Ability to test software builds
• 10+ years of Experience with a highly-scalable, distributed, multi-node environment (50+ nodes)
• Hadoop operation including Zookeeper, HDFS, YARN, Hive, and related components like the Hive metastore, Cloudera Manager/Ambari, etc
• Authentication and security configuration and tuning (KNOX, LDAP, Kerberos, SSL/TLS, second priority: SSO/OAuth/OIDC, Ranger/Sentry)
• Java troubleshooting, e.g., collection and evaluation of jstacks, heap dumps

Good to have

• Experience working with scripting languages (Bash, PowerShell, Python)
• Linux, NFS, Windows, including application installation, scripting, basic command line
• Docker and Kubernetes configuration and troubleshooting, including Helm charts, storage options, logging, and basic kubectl CLI
• Working knowledge of application, server, and network security management concepts
• Familiarity with virtual machine technologies
• Knowledge of databases like MySQL and PostgreSQL,
• Certification on any of the leading Cloud providers (AWS, Azure, GCP ) and/or Kubernetes is a big plus

Acceldata is an equal opportunity employer

At Acceldata, we are committed to providing equal employment opportunities regardless of job history, disability, gender identity, religion, race, color, caste, marital/parental status, veteran status or any other special status. We stand against the discrimination of employees and individuals and are proud to be an equitable workplace that welcomes individuals from all walks of life if they fit the designated roles and responsibilities.

Life @ Acceldata

#LifeAtAcceldata is all about working with some of the best minds in the industry and experiencing a culture that values an ‘out-of-the-box’ mindset. If you want to push boundaries, learn continuously and grow to be the best version of yourself, Acceldata is the place to be! 

We also believe in providing our employees with the right tools and resources to help them excel at their job.

What should you know about joining Acceldata?

At Acceldata, each job and role serves a purpose towards our business goals. You’ll have opportunities to make an immediate impact on mission-critical projects as you work with highly capable and ambitious peer groups.