Product Support Engineer

Core Responsibilities
Platform & Product Support

• Serve as a primary point of contact for technical support issues related to Nexus One — including platform components, data services, integrations, and operational workflows.

• Diagnose and resolve issues across distributed systems (e.g., Spark, Trino, Airflow, NiFi, Ranger, Iceberg, Data Hub).

• Troubleshoot and triage platform errors, pipeline failures, configuration issues, and infrastructure-related incidents.

• Partner with Customer Success and Delivery teams to support customer onboarding, environment setup, and production readiness.

• Provide hands‑on assistance during customer deployments, upgrades, and configuration changes.

• Participate in customer calls, ticket reviews, and escalation discussions with professionalism and clarity.

• Maintain and monitor internal Nexus One environments used for development, QA, demo, and customer replication.

• Work with Platform Engineering to implement changes, patches, upgrades, and configuration updates.

• Help maintain observability via logging, monitoring, dashboards, and alerts.

• Respond to incidents, perform root cause analysis, document findings, and implement corrective actions.

• Escalate critical issues to Engineering with clear, actionable detail.

• Contribute to runbook improvements and incident response playbooks.

• Identify recurring issues and product gaps; share insights with Product and Engineering teams.

• Suggest improvements to documentation, support workflows, tooling, and customer experience.

• Contribute to the evolution of support best practices and service standards.

• Spark

• Trino

• Airflow

• Ni Fi

• Ranger

• Data Hub

• Iceberg

• Object storage (S3 or equivalent)

• Kubernetes (K8s) or Open Shift (OCP)

• Terraform or other IaC tools (preferred but not required at this level)

• Linux systems administration

• Git for version control

• Monitoring and logging tools:
  Grafana, Prometheus, Datadog, ELK/Open Search, Cloud Watch/Stackdriver

• Shell scripting (Bash) and at least one scripting language (Python preferred)

• Strong communication skills, especially when simplifying complex technical issues for customers.

• Calm, empathetic, and methodical troubleshooting style.

• Ability to work from architecture diagrams, logs, and ambiguous problem descriptions.

• Comfort working across teams:
  Engineering, Customer Success, Delivery, and Product.

• Ownership mindset — someone who enjoys solving problems end-to-end.

• 2–5 years in a technical support engineering, platform support, Dev Ops/SRE support, or data platform operations role.

• Experience troubleshooting distributed systems, cloud-native platforms, and data pipeline workflows.

• Exposure to cloud platforms (AWS, Azure, or GCP) and hybrid or on‑prem deployments.

• Experience interacting directly with customers in a technical capacity.

• Prior involvement in incident management and root cause analysis.

• High‑quality, timely resolution of support tickets and incidents.

• Positive customer satisfaction and clear communication throughout support interactions.

• Stable, well‑maintained internal environments for engineering, delivery, and customer teams.

• Quality documentation, improved runbooks, and fewer repeat issues.

• Recognized by peers as dependable, proactive, and customer‑centric.

Why You’ll Love Working at Nexus

At Nexus, we value people who want to grow — and support each other while doing so.

You can expect:

• A collaborative team culture built on curiosity and respect

• Challenging work where your contributions clearly matter

• A leadership team that invests in learning and development

• The opportunity to work at the intersection of cloud, data, and AI innovation

Ready to Apply?

If this role sounds like a great fit — or even close to one — we’d love to hear from you. We know that no candidate checks every single box, and we’re excited to meet people who bring curiosity, talent, and a desire to build meaningful work together.