Job Overview We're seeking a Principal or Lead Support Engineer to deliver exceptional technical assistance to PhoenixAI customers, resolving issues, optimizing performance, and driving customer success. This role combines deep technical expertise with a customer-first mindset to troubleshoot, educate, and influence product improvements based on real-world usage.
Key Responsibilities As a Principal / Lead Support Engineer, you'll ensure customers maximize PhoenixAI's value by resolving technical challenges and enhancing their experience. Your responsibilities include:
- Go-live Support: Collaborate with customers to ensure successful deployment of their projects into production and help them quickly realize the value of PhoenixAI product.
- Issue Resolution: Diagnose and resolve customer issues-ranging from query performance bottlenecks to integration challenges- when using PhoenixAI's products.
- Technical Guidance: Provide actionable advice to customers on optimizing PhoenixAI deployments, including configuration tuning, data modeling, and integration with tools like Apache Kafka or BI platforms.
- Case Documentation: Maintain detailed records of support cases-capturing use cases, technical issues, and resolutions-to improve support processes and inform product enhancements.
- Customer Escalation Handling: Act as a point of escalation for complex issues, collaborating with engineering teams to deliver timely, effective solutions under SLAs.
- Feedback Loop: Gather customer feedback and usage insights, partnering with product and engineering teams to refine PhoenixAI's capabilities and address recurring pain points.
- Knowledge Sharing: Create and update support resources-like troubleshooting guides, FAQs, and best-practice articles-to empower customers and streamline issue resolution.
- Mentoring and Coaching: fostering team members' technical growth through knowledge sharing, code reviews, and hands-on guidance. Conduct regular team training sessions and performance feedback to elevate overall support quality.
- Process Improvement: Analyze support trends and metrics to identify opportunities for process enhancements and proactive customer outreach.
Qualifications- Ambition & Curiosity: A driven, inquisitive mindset-eager to learn PhoenixAI product's intricacies, tackle tough challenges, and grow into the role, even if starting with less experience or specific skills.
- Experience: 10+ years in a technical support, customer success, or engineering role, ideally with data analytics or database technologies.
- Technical Expertise:
- Experience with analytical databases (e.g., PhoenixAI/StarRocks, ClickHouse, Snowflake, Databricks) and strong SQL skills.
- Ability to troubleshoot issues in a Linux environment across multiple layers (e.g., network, storage, security)
- Ability to troubleshoot issues in OLAP systems (e.g., query performance, data ingestion).
- Familiarity with distributed systems, cloud platforms (AWS, GCP, Azure), and data tools (e.g., Kafka, Flink, Tableau).
- Communication Skills: Proven ability to communicate technical solutions clearly to diverse audiences, from data engineers to IT managers.
- Problem-Solving: Adept at diagnosing complex issues under pressure and delivering root-cause resolutions.
- Collaboration: Experience working with engineering teams to escalate and resolve issues or influence product development.
- Leadership: Proven track record of mentoring or leading junior engineers, with a player-coach mindset-balancing direct technical work with team development.
- Processes: Experience improving support processes, such as implementing SLAs, automation tools, or CI/CD pipelines for issue resolution.
- Bonus Points:
- Scripting skills (e.g., Python, Bash) for automation or diagnostics.
- Familiar with real-time analytics or BI technologies.
