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Acceldata is seeking a Staff Product Support Engineer to serve as a cloud support subject matter expert (SME) and trusted partner for enterprise customers. In this pivotal role, you will take ownership of resolving complex technical challenges across AWS, Azure, and GCP ecosystems, with deep expertise in at least one platform. You will manage support cases for Gold and Enterprise customers, troubleshoot intricate technical issues, and provide proactive solutions that empower organizations to maximize their data infrastructure and monitoring capabilities.
You will collaborate closely with customers to understand their use cases, identify pain points, and deliver tailored solutions within agreed service levels. Working alongside innovative minds in data observability, you'll solve complex technical problems, continually improve support processes, and gain deep insights into various industries and real-world customer scenarios. Your contributions will directly impact customer success and Acceldata's evolution of data observability solutions.
This role requires managing support operations in a 24/7 environment with rotational shift coverage based on team needs and customer demand. You will leverage deep knowledge and best practices in Data Quality, Cost Optimization, and Data Reliability to provide operations expertise on the Acceldata Platform. The position demands technical aptitude, excellent communication skills, empathy under pressure, and the ability to explain complex concepts clearly to diverse stakeholders.
REQUIREMENTS:
- 10+ years of related experience in customer-facing support, post-sales, technical architecture, or consulting roles, with focus on Cloud ecosystems (AWS, Azure, GCP) and Data Lakes
- Proficiency in cloud platforms (AWS, GCP, Azure), Kubernetes, and Docker
- Expertise in Linux distributions (RHEL, Ubuntu, SUSE)
- Excellent written and verbal communication skills
- Ability to handle complex situations calmly with structured problem-solving approach
- Comfort supporting operations in 24/7 environment with willingness to adjust working hours for rotational shifts
- Deep technical understanding combined with empathy for customer situations
