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Salary: GBP 81,360 - 100,000 / annual
Ocient is seeking a Customer Support Engineer II to join its remote-first support team. This role is based in the UK (UK work authorization required; no visa sponsorship available) and combines technical depth in distributed systems with strong customer-facing skills.
You will independently own the diagnosis and resolution of complex customer issues across the OcientAIQ Unified Data Platform, acting as a technical liaison between customers and the Engineering team. Key responsibilities include:
• Diagnosing and resolving complex issues in distributed database environments, developing detailed Root Cause Analyses and Corrective Action Plans
• Responding to customer inquiries via phone, help tickets, and email while managing multiple issues simultaneously and meeting service levels
• Assisting with customer onboarding, training, installation, and environment buildout for both on-premise and Ocient-managed solutions
• Performing SQL and query performance troubleshooting and tuning against large datasets to optimize customer environments
• Using AI-assisted troubleshooting tools to support complex problem diagnosis, with responsibility for validating outputs before customer communication
• Administering and monitoring Ocient-managed database solutions and related software dependencies (Kafka, Ceph), proactively identifying and resolving issues
• Creating and maintaining documentation for major installations, known issues, and workarounds
• Providing product and customer feedback to Engineering to drive continuous platform improvement
• Exercising sound judgment in issue ownership and escalation, communicating customer impact and technical findings clearly
The role includes participation in an on-call rota and shift patterns. Ocient is 100% remote, and prior hybrid or remote work experience is beneficial.
REQUIREMENTS:
• UK citizen with British passport (required)
• UK Security Clearance (current or recently held)
• 5+ years in a similar technical role, including 3+ years in service monitoring, execution, and advanced troubleshooting
• Proficiency in Linux operating systems with daily hands-on use
• Experience with distributed SQL systems (administration, query writing, troubleshooting, performance investigation)
• Practical knowledge of x86 server hardware
• Strong customer-facing experience with ability to communicate technical issues clearly to diverse audiences
• Curious, enquiring mindset with strong structured problem-solving and investigative skills
IDEAL ADDITIONS:
• Exposure to databases or data warehousing environments
• AI experience in complex troubleshooting environments
• Comfort with shift rotas and on-call participation
• Hybrid or remote work experience
• Knowledge of Kafka and S3-compatible object storage
