Product Support Engineer
Nexus Cognitive
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Serve as a primary point of contact for technical support issues related to NexusOne — including platform components, data services, integrations, and operational workflows.
- Diagnose and resolve issues across distributed systems (e.g., Spark, Trino, Airflow, NiFi, Ranger, Iceberg, DataHub).
- Troubleshoot and triage platform errors, pipeline failures, configuration issues, and infrastructure-related incidents.
- Partner with Customer Success and Delivery teams to support customer onboarding, environment setup, and production readiness.
- Provide hands-on assistance during customer deployments, upgrades, and configuration changes.
- Maintain and monitor internal NexusOne environments used for development, QA, demo, and customer replication.
- Respond to incidents, perform root cause analysis, document findings, and implement corrective actions.
- Identify recurring issues and product gaps; share insights with Product and Engineering teams.
Requirements
- 2–5+ years in a technical support engineering, platform support, DevOps/SRE support, or data platform operations role.
- Experience troubleshooting distributed systems, cloud-native platforms, and data pipeline workflows.
- Exposure to cloud platforms (AWS, Azure, or GCP) and hybrid or on-prem deployments.
- Experience interacting directly with customers in a technical capacity.
- Prior involvement in incident management and root cause analysis.
Benefits
- A collaborative team culture built on curiosity and respect
- Challenging work where your contributions clearly matter
- A leadership team that invests in learning and development
- The opportunity to work at the intersection of cloud, data, and AI innovation
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingroot cause analysisdata pipeline workflowsdistributed systemscloud-native platformsconfiguration managementincident managementdata servicesintegrationsoperational workflows
Soft Skills
customer supportcommunicationcollaborationproblem-solvinganalytical thinking