U.S. Public Sector Technical Support Engineer (3rd Shift)

About Aerospike

At Aerospike, we dream big. Our focus is on helping companies tackle seemingly insurmountable problems and doing whats never been done before. That is why we developed the world's leading real-time data platform that powers mission-critical applications at the world's most innovative, category-disrupting companies.

Our customers have deployed extreme-scale real-time applications to fight fraud, dramatically increase shopping cart size, enable global digital payments, and deliver hyper-personalized user experiences to tens of millions of customers. For Government and Contractor organizations, Aerospike can speed up decision making by supporting billions of transactions of disaggregated data sources, while reducing server footprint by up to 80%. Aerospike’s multi-cloud platform was designed to handle gigabytes to petabytes of data from any source and dynamically route to power any AI/ML application -- running on tactical edge, core systems and the cloud -- with predictable sub-millisecond performance to impact real-time decisioning and triggering action at the point of need and impact "Right Now" mission outcomes.

Customers like Navy, PayPal, Adobe, Verizon, Experian, Nielsen, Snap, Wayfair, and many others rely on Aerospike as the data foundation for the future to help them act in the microsecond moments that matter. Aerospike is headquartered in Mountain View, California, and has a global presence with offices in London, Bangalore, and Tel Aviv.

Job Description:

As a member of Technical Support, you will be part of a team that takes pride in delivering a premium customer experience. Your primary role involves investigating and resolving customer issues with Aerospike products. Duties include reproducing and isolating issues, mitigating outages, and sharing knowledge with the team and customers. You will be an independent, positive, self-motivated, proactive, results-oriented team player. You are collaborative by nature and enjoy working in an energetic global team.

Public Sector engineers are specifically tasked with supporting our US Federal Government (Civilian, DoD and Intelligence Community), along with State and Local Government and Education (SLED) customers.

THIRD SHIFT: This job posting is for the third shift, with an anticipated start of the day in the evening and an end time in the early morning (10pm-7am EST)

Job Responsibilities:

● Investigate, troubleshoot, and resolve customer issues on the Aerospike Data Platform.

● Document issues and collaborate with Engineering (if needed) to provide solutions.

● Take part in real-time remediation exercises with customers.

● Serve as the customer advocate for a timely resolution of issues.

● Share in the excitement of supporting a Mission Critical Data Platform in real-time for some of the world's biggest enterprises.

● Guide customers through new deployments.

● Help customers achieve their goals and maximize the value of their Aerospike investments.

● Contribute expertise by writing articles for the Aerospike Knowledge Base and Aerospike documentation.

● Be part of a flexible and energetic team.

Qualifications:

● Minimum 5 years of experience in a technical support role.

● Excellent experience with the Linux operating system. Certification(s) are desirable.

● Understanding of Cloud and on-premise environments.

● Strong technical aptitude, especially in the area of database, clients, connectors, and cloud technologies.

● Understanding of distributed systems

● Understanding of database architecture and administration

● Understanding of Application architecture

● Excellent written and verbal communication skills.

● Excellent technical, troubleshooting, and analytical skills.

● Proactive and energetic approach to career.

● Ability to multi-task and perform effectively under pressure, juggling multiple time-sensitive priorities.

● Ability to understand and escalate issues efficiently and appropriately.

● If you have an operations background, we prefer experience administering large-scale

production environments, including hardware, operating systems (e.g. Linux, Windows),

networks (including firewalls and load balancers), as well as cloud-based resources (e.g. AWS,

Azure, Google Cloud Platform).

Special Requirements for this role:

● U.S. citizen living on United States soil.

● Proof of U.S. Citizenship.

● Be able to obtain a security clearance if needed.

● Willingness and ability to participate in pager duty rotations during nights, weekends, and holidays.

● Candidates will be expected to work from home and must have sufficient home offices to be able to facilitate both normal day work as well as overnight on-call / shift work, including a quiet space to work and take confidential calls, sufficient access to the internet to support video calling, cell phone service, etc.

Aerospike is an Equal Opportunity Employer. We are committed to providing an environment free from discrimination on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.