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Hydrolix is seeking a Technical Support Engineer to join its team supporting a cloud data platform built for petabyte-scale datasets. In this hands-on role, you will troubleshoot and resolve technical issues for customers, triage support requests, and ensure compliance with Service Level Agreements (SLAs). You will work across multiple channels (Slack, email, etc.) to diagnose problems related to the Hydrolix Data platform, collaborate with Customer Success Engineering and Site Reliability Engineering teams on complex escalations, and document issues and resolutions in the ticketing system. You will also provide customers with best practices guidance, participate in on-call rotations for critical issues, and help drive customer satisfaction.
The ideal candidate holds a Bachelor's degree in Computer Science, Information Technology, or a related field, with 2+ years of technical support or customer-facing experience. You should have familiarity with database technologies (MySQL, PostgreSQL, MongoDB), Kubernetes and container orchestration, and cloud platforms (AWS, Azure, Google Cloud). Strong problem-solving, analytical, communication, and interpersonal skills are essential. You must be comfortable working independently and collaboratively in a distributed environment and willing to participate in on-call rotations.
