Role Overview
This position focuses on delivering technical assistance to customers using Galaxy and SEP systems. The engineer ensures issues related to configuration, security, integrations, and cluster operations are diagnosed and resolved efficiently. Acting as a bridge between customers and internal engineering teams, the role emphasizes clear communication and timely resolution within defined service level expectations.
Key Responsibilities
- Address and resolve customer inquiries through chat, email, or voice calls, adhering to established response timelines
- Develop and maintain content for customer-accessible support resources and documentation
- Work closely with pre-sales and post-sales teams to align on customer needs and improve service delivery
- Engage in continuous learning through team-led training and technical development initiatives
- Identify, escalate, and coordinate critical technical issues with engineering for resolution
Required Qualifications
- Proven experience deploying and troubleshooting complex software environments
- Excellent written and verbal communication skills
- Ability to adapt quickly in a fast-moving technical setting
- Strong curiosity and initiative in exploring different technical solutions
- Willingness to work across departments in a customer-focused organization
Preferred Background
- Familiarity with distributed computing systems
- Hands-on experience with Hadoop ecosystems
- Exposure to cloud platforms such as AWS, Azure, or GCP
- Knowledge of security protocols and access control mechanisms
- Experience working with database management systems
- Ability to navigate and interpret Java-based applications
Technology Environment
The role operates within a modern data infrastructure stack including Spark, Docker, Kubernetes, and major cloud providers. Expertise in Linux, SQL, Java, Python, and Bash scripting is essential. Security technologies such as LDAP, OAuth2.0, and SSL/TLS are commonly used in daily operations.
Compensation & Benefits
This position offers a base salary range of $95,000 to $120,000 USD, with additional variable compensation through bonuses or commissions. The package includes stock options in the form of ISOs and a comprehensive benefits plan. Employees also benefit from flexible paid time off policies.
Work Environment
This role is based in the United States within Eastern Time zones. The position follows a local-country work model, requiring on-site or regionally aligned presence.
Company Culture
The organization values inclusion, diversity of thought, and authentic engagement. Employees are encouraged to take ownership of their growth and contribute meaningfully. A culture of belonging supports individuals in bringing their full selves to work, with a strong emphasis on equity and representation across all levels.
Equal Employment Opportunity
All applicants are considered without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or other characteristics protected by applicable laws. The company maintains a strict policy against discrimination and harassment in all forms.
