Senior Software Engineer - Customer Engineering

Summary

Join TetraScience, a leader in Scientific Data and AI Cloud, and become a key member of our team. Work directly with customers to resolve technical issues, focusing on performance, scalability, and stability. Investigate and reproduce customer issues, driving resolution or identifying workarounds. Streamline communication between customer support and engineering teams. Develop tools and documentation to improve efficiency and reduce resolution times. This role requires extensive experience in troubleshooting, API integration, cloud-native platforms, and various technologies. TetraScience offers a competitive salary, equity, excellent benefits, and a supportive team environment.

Requirements

• 7+ years of experience with a proven track record of excellence in Performance, Scale, Resiliency and Customer Support
• Experience resolving technical support issues and escalations efficiently
• Must have troubleshooting experience with API and various types of integration at scale in AWS
• Must have experience with CloudNative platforms and applications, Micro-services, Docker and SaaS deployments
• Must have experience with at least two of the following technologies: Databases, NoSQL, Kafka/Queueing Service, or Elastic Search
• Experience in one or more of the scripting or programming languages: Python, PHP, JavaScript, React, Go or Java
• Demonstrated experience of debugging software reliability issues in a distributed environment
• Must have excellent interpersonal and communications skills. Must be self driven, innovative, and willing to take initiative
• Strong familiarity with using CRMs like Zendesk or Salesforce
• Bachelor's degree in engineering, or technical related field

Responsibilities

• Work with customers to address customer technical issues
• Investigate end-to-end stability, scale and performance issues reported by TetraScience customers
• Drive issues to resolution and/or identify workarounds to unblock customers either individually or by partnering with product and the engineering teams
• Simulate customer issues in lab to reproduce performance & scalability issues to increase product reliability
• Be the steward of the customer support to the engineering escalation process, increasing efficiency by streamlining communication with customer success, by triaging, extracting, and documenting relevant information
• Develop tools, scripts, benchmarks, and documentation to scale yourself individually, and help customer support diagnose, troubleshoot, extract relevant information, and in cases, fix issues to reduce mean time to resolution

Benefits

• Competitive Salary and equity in a fast growing company
• Supportive, team oriented culture of continuous improvement
• 100% employer paid benefits for all eligible employees
• 401K
• Generous paid time off (PTO)
• Flexible working arrangements - Remote work + Boston office as needed