Job Description

Employment Type: Full-time Location Type: Remote

Position Overview

TetraScience is seeking a highly skilled and motivated individual to join our team as a Technical Support Engineer. This role is crucial for addressing customer technical issues, investigating end-to-end stability, scale, and performance issues reported by TetraScience customers. You will be instrumental in driving issues to resolution, identifying workarounds, and collaborating with product and engineering teams to enhance product reliability and customer satisfaction.

About TetraScience

TetraScience is the Scientific Data and AI Cloud company, catalyzing the Scientific AI revolution. We design and industrialize AI-native scientific data sets, powering next-generation lab data management solutions, scientific use cases, and AI-enabled outcomes. We are the category leader in this market, with significant revenue and partnerships with dominant players in compute, cloud, data, and AI infrastructure.

We encourage candidates to carefully review the "Tetra Way" letter, authored by our CEO, to understand our values and ethos. Alignment with our unique approach to company and team building is paramount.

What You Bring

You thrive on collaboration and aim to elevate those around you. You are passionate about delivering exceptional customer experiences and take ownership of the entire customer journey. You possess a strong desire for continuous learning, are not afraid to ask questions, and have the humility to recognize that collaboration fosters the best outcomes.

Responsibilities

• Investigate and resolve customer technical issues related to stability, scale, and performance.
• Collaborate with product and engineering teams to drive issues to resolution or identify effective workarounds.
• Simulate customer issues in a lab environment to reproduce performance and scalability problems and improve product reliability.
• Act as the primary point of contact for customer support escalations to the engineering team, streamlining communication and information flow.
• Triage, extract, and document relevant information for engineering escalations.
• Develop tools, scripts, benchmarks, and documentation to enhance individual efficiency and assist the customer support team in diagnosing and resolving issues, thereby reducing mean time to resolution.

Requirements

• 7+ years of experience with a proven track record in Performance, Scale, Resiliency, and Customer Support.
• Demonstrated experience in efficiently resolving technical support issues and escalations.
• Proven troubleshooting experience with APIs and various integration types at scale within AWS.
• Experience with CloudNative platforms and applications, Micro-services, Docker, and SaaS deployments.
• Experience with at least two of the following technologies: Databases, NoSQL, Kafka/Queueing Service, or Elastic Search.
• Proficiency in one or more of the following scripting or programming languages: Python, PHP, JavaScript, React, Go, or Java.
• Demonstrated experience in debugging software reliability issues within a distributed environment.
• Excellent interpersonal and communication skills.
• Self-driven, innovative, and proactive with a willingness to take initiative.
• Strong familiarity with CRM systems such as Zendesk or Salesforce.
• Bachelor's degree in engineering or a related technical field.

Benefits

• Competitive salary.