Senior Software Engineer - Customer Engineering

Who We Are

Tetra Science is the Scientific Data and AI Cloud company, leading the Scientific AI revolution with AI-native scientific data sets and next-generation lab data management solutions. We are the category leader in this emerging market, with major players converging on Tetra Science for co-innovation and partnerships. For more information, see our Latest News and Announcements | Tetra Science Newsroom.

As part of your application, you will review the Tetra Way letter by Patrick Grady, our co-founder and CEO, which reflects our values and ethos. Understanding and embodying this document is essential if you join us.

You thrive on collaboration and making others better. You enjoy working with team members, customers, and stakeholders, inspiring them to excel.

You strive for excellence in your craft. You are passionate about delivering excellent customer experiences and owning the customer journey from start to finish.

You seek understanding and clarity. You view interactions as learning opportunities, ask questions, and balance humility with confidence.

• Work with customers to troubleshoot technical issues, investigating stability, scale, and performance problems.
• Drive resolution or find workarounds, collaborating with product and engineering teams as needed.
• Reproduce customer issues in lab environments to improve product reliability.
• Manage customer support escalations, streamlining communication and documentation.
• Develop tools, scripts, benchmarks, and documentation to enhance troubleshooting and reduce resolution times.

• 7+ years of experience in Performance, Scale, Resiliency, and Customer Support.
• Proven ability to resolve technical support issues efficiently.
• Troubleshooting experience with APIs and integrations in AWS.
• Experience with Cloud Native platforms, Micro-services, Docker, and SaaS deployments.
• Knowledge of at least two of the following:
  Databases, No
  
  SQL, Kafka/Queueing, Elastic Search.
• Proficiency in scripting or programming languages such as Python, PHP, JavaScript, React, Go, or Java.
• Experience debugging software issues in distributed environments.
• Excellent interpersonal and communication skills, self-driven, innovative, and proactive.
• Familiarity with CRMs like Zendesk or Salesforce.
• Bachelor's degree in engineering or a related technical field.

• Competitive salary and equity.
• Supportive, team-oriented culture with continuous improvement.
• 100% employer-paid benefits.
• 401K plan.
• Generous PTO and flexible remote work options, with an office in Boston as needed.