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GridGain · 3 months ago

Software Engineer, Customer Support I (Canada) - Remote

United States

Full-time

Remote

Mid Level

3+ years exp

GridGain is a leading real-time data platform that provides solutions for AI modeling, transaction processing, and analytics. The role of Software Engineer, Customer Support I focuses on frontline technical support, ensuring customer satisfaction by resolving issues, adhering to SLAs, and communicating effectively with customers and management.

AnalyticsBig DataCloud ComputingCloud Data ServicesComputerDatabaseEnterprise SoftwareSoftwareTransaction Processing

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Frontline Support is the initial point of technical contact for customer issues

It emphasizes rapid triage, clear and consistent communication, and adherence to established support processes

The function focuses on resolving known or complex issues directly, identifying when to escalate, and maintaining customer satisfaction through responsiveness, accuracy, and follow-through

Frontline engineers are accountable for SLA adherence, customer communication, and creating a smooth handoff experience when exclusive and prioritized deep investigation is needed

Anticipates internal and external customer needs and delivers on all customer commitments

Always prioritizes the customer’s problem and exceeds all standard procedures to fulfill customer requirements

Knows when to provide status and what level of detail

Able to effectively communicate with various levels of management through the Director level

Participate in customer conference calls and represent GridGain as a technical expert

Executes processes independently to meet customer SLAs, with minimal guidance reliably

Proactively identifies issues early and escalates them to both technical and customer-facing management

Suggests minor improvements to existing processes based on frequent case encounters

Analyzes patterns in issues to provide insights that help streamline escalations and reduce repeat issues

Plans and organizes related tasks independently to meet interdependent goals, with occasional direction from leadership

Sets personal priorities to align with broader team objectives, adapting when new tasks or requests arise

Anticipates potential obstacles and proactively communicates with team members to ensure successful task completion

Develops solutions to moderately complex problems with minimal guidance, drawing on knowledge of standard processes and prior experiences

Analyzes recurring issues, identifying patterns and suggesting improvements where possible

Proactively escalates challenging cases, providing initial diagnostic insights to streamline higher-level troubleshooting

Contributes effectively to team initiatives, showing awareness of both individual roles and team goals within established standards

Supports team members on moderately complex tasks, offering guidance to peers while respecting their autonomy and viewpoints

Introduces new ideas or methods that enhance team performance and align with organizational processes, showing initiative in improving collaboration

Qualification

Distributed Systems DevelopmentJVM TuningJVM TroubleshootingContainerization & OrchestrationJVM Optimization

Required

BS degree with 3+ years of experience, or MS degree with 1+ years of experience, or industry equivalent experience

Builds asynchronous distributed apps with JMM expertise

Independently applies theories and concepts

Understands Docker and Kubernetes basics

Skilled in tuning JVM GC and memory allocation

Proficient in GC analysis and memory debugging

Experienced in heap management and thread dumps

Anticipates internal and external customer needs and delivers on all customer commitments

Always prioritizes the customer's problem and exceeds all standard procedures to fulfill customer requirements