Nexus Cognitive

Senior Product Support Engineer – L3

Nexus Cognitive

full-time

Posted on:

Location Type: Hybrid

Location: Atlanta • United States

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Job Level

Senior

Tech Stack

ApacheKubernetesSpark

About the role

  • Own and drive resolution of escalated technical issues from Forward Engineering and direct enterprise customers
  • Conduct deep-dive platform diagnostics including log analysis, distributed tracing, and performance profiling
  • Reproduce, document, and file defect reports for engineering team prioritization
  • Develop workarounds and interim fixes for critical customer-impacting issues
  • Build internal knowledge base articles, runbooks, and troubleshooting guides from resolved escalations
  • Participate in on-call rotation for Severity-1 production incidents at enterprise customers
  • Collaborate with platform engineers on product improvements driven by support patterns

Requirements

  • 5+ years experience in technical support, platform engineering, or site reliability for data infrastructure products
  • Deep knowledge of Apache Spark, Trino, and Kubernetes-based data platform operations
  • Experience troubleshooting authentication and authorization systems (Keycloak, Ranger, LDAP/AD)
  • Proficient in log analysis, distributed tracing (Jaeger, OpenTelemetry), and performance diagnostics
  • Strong communication skills for translating technical findings to both engineering and customer-facing teams
  • Experience with enterprise customer support processes and SLA-driven escalation management
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
Apache SparkTrinoKuberneteslog analysisdistributed tracingperformance diagnosticsauthentication systemsauthorization systemsKeycloakRanger
Soft Skills
strong communication skills