- Job Type: Full-Time
- Function: Technical/Customer Support
- Industry: Technology
- Post Date: 09/21/2022
- Website: ascend.io
- Company Address: 541 Cowper St, Palo Alto, California US
About Ascend.ioAscend.io, the Data Automation Cloud, was named a 2021 Gartner Cool Vendor and provides the most advanced automation for data and analytics engineering workloads. Ascend unifies the core capabilities of data engineering—data ingestion, transformation, delivery, orchestration, and observability—into a single platform so that data teams deliver 10x faster.
Ascend's mission is to enable every organization to innovate faster by harnessing the power of automation. We help customers spend more time bringing data innovations to life by simplifying and accelerating data orchestration.
As a Sr. Data Automation Support Engineer you will provide enterprise-level support to customers by researching, diagnosing, troubleshooting, and resolving issues to the clients’ satisfaction. We believe the best teams are those comprised of individuals who have a deep passion for customers, love sharing knowledge with their team, and actively seek out environments where they are not the smartest person in the room.
What you'll do:
Diagnose, troubleshoot, and resolve data pipeline issues by investigating customer inquiries and submitting incidents to engineering as necessary
Work closely with engineering to resolve incidents within our established SLAs
Track post mortem incident actions to closure to reduce repeat incidents
Improve processes to support our global customers 24/7, along with hiring a team to execute
Thoughtful management of customer issues and feature requests for building an engineering pipeline in partnership with our Field Team
Work closely with our Tech Writers to ensure our documentation is updated and our Knowledge Base continues to evolve for customer self sufficiency
What we look for:
Experience working with data pipelines
Minimum of three years in a support role working directly with customers and managing a team
Experience with technical support implementing proven techniques that both resolve issues and increase customer satisfaction
Experience designing and building cloud-based data solutions that are Lake or Warehouse centric
Experience with AWS, Snowflake, GCP, Azure, and/or Databricks is a plus
Experience with software development processes
Bachelor's degree in computer science, software engineering, information technology or relevant experience is preferred
All of the usual skills for a position like this: Strong written and oral communication, critical thinking, flexibility, self-direction, team mindset, etc
What we offer
Medical/Dental/Vision covered at 100%
Long-term & Short-term disability
Annual Learning Stipend
Remote Work Stipend
Ascend.io is an equal opportunity employer. We are committed to treating all applicants fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.