Customer Support Engineer – Enterprise Data Platforms - Freelance, Remote

Department: Support & Leadership

Employment Type: Full Time

Location: Global+

Reporting To: Client via Magic

Compensation: $6.00 / hour

Description

About the Client
Our client is a leading enterprise data management software company that empowers organizations to securely control their data across cloud and on-premises environments. Their high-performance data warehouse platform enables unparalleled speed, scalability, and efficiency for complex analytics workloads. With a cutting-edge Kubernetes cloud-native architecture, their solution supports deployment anywhere—from public clouds to private data centers to edge devices.

Why does this role exist?
This role exists to provide expert-level technical support and rapid issue resolution for the client’s most complex and mission-critical analytics workloads. The successful candidate will bridge deep technical expertise with a customer-focused mindset to serve as a trusted escalation point for Level 2 support. They will collaborate closely with Engineering, Product, and DevOps teams to ensure smooth operation and continuous improvement of the platform, ultimately driving high customer satisfaction and retention.

The Impact you’ll make

Technical Support & Issue Resolution

• Serve as front-line support for Level 2 escalations involving query performance, workload management, data ingestion, and system behavior across massively parallel processing architecture.
• Reproduce customer issues in lab environments, analyze root causes, and recommend effective solutions.
• Utilize diagnostic tools and logs to isolate and resolve performance and stability issues.

Customer Engagement & Case Management

• Own critical support tickets through to resolution, providing clear and timely communication and ensuring high customer satisfaction.
• Assist enterprise customers with hybrid deployments spanning public cloud (AWS, Azure) and on-premises appliances.
• Share proactive guidance on best practices for workload optimization, schema design, and resource allocation.

Internal Collaboration & Escalation

• Act as the customer advocate by capturing feedback on product features, defects, and enhancements to share with Product Management and Engineering.
• Coordinate with QA and Engineering teams to test and validate fixes.
• Collaborate with Level 4 engineers during highly escalated issues and drive timely cross-functional escalations.

Knowledge Creation & Mentorship

• Contribute to and maintain internal playbooks, diagnostic checklists, and customer-facing knowledge base articles focused on platform-specific behaviors.
• Help maintain and improve support tools and environments.

Continuous Learning & Advocacy

• Stay current on distributed database architectures, system internals, and emerging technologies.
• Recommend product and process improvements based on deep understanding of customer workflows and requirements.

Skills, Knowledge and Expertise

Required:

• 3+ years in technical support, systems engineering, or Site Reliability Engineering (SRE) roles supporting SQL-based data platforms.
• Strong proficiency in SQL with the ability to write and understand complex queries including joins, subqueries, and analytic functions.
• Solid experience in Linux/Unix system administration, performance monitoring, and scripting (Bash, Python).
• Deep understanding of distributed database concepts including compute nodes, storage layers, networking, and alerting systems.
• Exposure to hybrid cloud architectures and cloud infrastructure (AWS, Azure), especially networking, security groups, and storage.
• WFH Set-Up:
  • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
  • Internet speed of at least 40MBPS
  • Headset with an extended mic that has noise cancellation and a webcam
  • Back-up computer and internet connection
  • Quiet, dedicated workspace at home

Your Superpowers:

• Technical: Advanced SQL skills, Linux/Unix expertise, scripting proficiency, knowledge of distributed databases and cloud platforms.
• Communication: Clear, direct, and empathetic communicator able to convey complex technical issues to diverse audiences.
• Problem Solving: Analytical thinker with a proactive approach to troubleshooting and root caus