Lead Support Engineer

About Us

Cloudwick is an AWS certified data lake and advanced analytics partner, established in 2010 and headquartered in California. We are at the forefront of data-driven transformation, specializing in empowering organizations to harness their data&aposs potential for profound insights. Our in-house creation, Amorphic Data Cloud, drives our commitment to innovation. Visit our website to explore how we are revolutionizing the world of data.

Amorphic Data Cloud

Amorphic Data Cloud is a self-service data platform that simplifies data analytics by integrating with over 70+ AWS services. It offers a unified interface that empowers users to make data-driven decisions easily. With a built-in data catalogue, robust governance, security measures, and advanced ML and AI capabilities, it enables clients to manage and harness their data for advanced analytics.

About the Role

We are looking for a talented Lead Support Engineer to join our Engineering team and help us scale effectively. The ideal candidate will have a unique blend of technical expertise, insatiable curiosity, and analytical mindset. The individual will be responsible for setting up efficient support processes and systems to streamline operations, improve workflows, and ensure seamless integration across departments. This role focuses on identifying gaps, implementing best practices, and optimizing existing procedures to drive operational excellence and support overall business goals.

Responsibilities

• Develop and implement support policies for L1, L2, and L3 levels tailored to our specific products and services.
• Lead, manage, and scale a team of support engineers located in both India and the US.
• Investigate internal and customer-facing software issues, including ETL and Spark job failures.
• Manage and prioritize the Zendesk queue of tickets while ensuring timely and clear updates on issue status, workarounds, and resolution.
• Work collaboratively with the development team to identify the root cause of issues and recommend paths to resolution.
• Communicate possible workarounds to reported issues and maintain related support tickets.
• Liaise with Product Management, Development, and QA teams to recommend changes to error handling and expand coverage of potential real-world use cases.
• Document recurring issues and maintain product user guides to enhance user support.

Requirements

• Bachelor&aposs degree in Computer Science, Information Technology, or related field.
• Minimum of 10+ years of experience in technical support or a related field, with at least 2 years in a leadership role.
• Strong technical background in data analytics and ETL processes, particularly with Spark jobs.
• Proficiency in Python for performing initial debugging and troubleshooting.
• In-depth understanding of AWS services related to data management and processing.
• Excellent problem-solving and team management skills.
• Outstanding communication and interpersonal abilities.
• Ability to work across different time zones and manage international teams.
• Previous experience working in a product-based company, preferably within a startup environment.
• Practical experience with data lakes and understanding their architecture and management.