Customer Experience Engineer, Tellius

• We need expertise in one of the tools: Tableau, Qlik, Power BI, Thoughtspot, Sigma Computing, SiSense, Looker, Alteryx, Dataiku, DataRobot, Trifacta, Alation, Incorta, Zoomdata, OBIEE, Birst, GoodData, Cognos, Business Objects
• Passion for Artificial Intelligence, Predictive Analytics, and Machine Learning technologies is a core requirement
• This is an individual contributor, hands-on role that requires strong technical acumen, deep analytics/business intelligence knowledge, and sharp technical support skills along with a can-do attitude to build the best possible experience for our customers
• 5 years of in-depth experience within the Data Analytics / Business intelligence (BI) / Databases domain
• Strong fundamentals in Computer Science and Databases
• Proficient in SQL and Data Modeling
• Understanding and working knowledge of Python, HTML, JavaScript, R, Spark, etc
• Experience with performance troubleshooting such as queries, browser freeze, system/service restarts, etc
• Experience working with Snowflake, Redshift, and BigQuery
• Experience working on GCP, AWS, and Azure
• Experience building repeatable processes for customer issue resolution such as building tools, documents, knowledge base, dashboards, workflows for triaging, diagnosis and resolution etc
• Ability to work across teams - Engineering, PM, Sales Engineering and Customer Success
• Working knowledge of agile development methodologies
• Flexibility and willingness to step outside of traditional roles as needed in a fast-paced startup environment
• Team player with a can-do attitude
• Very strong written and oral communication skills and polished presentation skills

Desirable

• We’re looking for a Senior Customer Experience Engineer to help support our Tellius Analytics Platform as we scale it to the next phase
• Support - Answer questions, triage complex technical issues, troubleshoot/debug on customers' environments, collaborate with engineering, and get issues resolved
• Enablement - Help customers to get started with using Tellius by supporting them with how-to assets and show-n-tell sessions
• Success - Help customers develop use cases on Tellius and drive adoption of the Tellius platform
• Collaborate with cross-functional groups - backend, frontend, DevOps, design, product, and the go-to-market teams to create a first-class experience for users of our product
• Work with engineering, product management, and sales engineering to provide a top-notch technical support experience for our users
• Develop best practices documents, tutorials, videos, tools and processes to support customers by the way of triaging, diagnosing, troubleshooting and resolving issues
• Collect customer feedback for product improvements
• Work very closely with PM & Development teams to plan, prioritize and track features and releases
• Own the communication of issue acknowledgment, resolutions, product enhancements, roadmap and other developments to customers