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CelerData · 2 months ago

Principal / Lead Support Engineer

Menlo Park, CA

Full-time

Onsite

Lead/Staff

10+ years exp

CelerData is a company dedicated to empowering organizations through their advanced analytical database solutions. They are seeking a Principal or Lead Support Engineer to provide exceptional technical assistance to customers, ensuring successful deployment and optimizing performance to drive customer success.

Big DataCloud Data ServicesData ManagementDatabaseSoftware

H1B Sponsor Likely

Responsibilities

Go-live Support: Collaborate with customers to ensure successful deployment of their projects into production and help them quickly realize the value of CelerData product

Issue Resolution: Diagnose and resolve customer issues—ranging from query performance bottlenecks to integration challenges— when using CelerData’ products

Technical Guidance: Provide actionable advice to customers on optimizing CelerData deployments, including configuration tuning, data modeling, and integration with tools like Apache Kafka or BI platforms

Case Documentation: Maintain detailed records of support cases—capturing use cases, technical issues, and resolutions—to improve support processes and inform product enhancements

Customer Escalation Handling: Act as a point of escalation for complex issues, collaborating with engineering teams to deliver timely, effective solutions under SLAs

Feedback Loop: Gather customer feedback and usage insights, partnering with product and engineering teams to refine CelerData’ capabilities and address recurring pain points

Knowledge Sharing: Create and update support resources—like troubleshooting guides, FAQs, and best-practice articles—to empower customers and streamline issue resolution

Mentoring and Coaching: fostering team members’ technical growth through knowledge sharing, code reviews, and hands-on guidance. Conduct regular team training sessions and performance feedback to elevate overall support quality

Process Improvement: Analyze support trends and metrics to identify opportunities for process enhancements and proactive customer outreach

Qualification

Analytical databasesSQLLinux troubleshootingOLAP systemsCloud platformsData toolsCommunication skillsProblem-solvingCollaborationLeadershipScripting skillsReal-time analytics

Required

A driven, inquisitive mindset—eager to learn CelerData product's intricacies, tackle tough challenges, and grow into the role, even if starting with less experience or specific skills

10+ years in a technical support, customer success, or engineering role, ideally with data analytics or database technologies

Experience with analytical databases (e.g., CelerData/StarRocks, ClickHouse, Snowflake, Databricks) and strong SQL skills

Ability to troubleshoot issues in a Linux environment across multiple layers (e.g., network, storage, security)

Ability to troubleshoot issues in OLAP systems (e.g., query performance, data ingestion)

Familiarity with distributed systems, cloud platforms (AWS, GCP, Azure), and data tools (e.g., Kafka, Flink, Tableau)

Proven ability to communicate technical solutions clearly to diverse audiences, from data engineers to IT managers

Adept at diagnosing complex issues under pressure and delivering root-cause resolutions

Experience working with engineering teams to escalate and resolve issues or influence product development

Proven track record of mentoring or leading junior engineers, with a player-coach mindset—balancing direct technical work with team development

Experience improving support processes, such as implementing SLAs, automation tools, or CI/CD pipelines for issue resolution

Preferred

Scripting skills (e.g., Python, Bash) for automation or diagnostics

Familiar with real-time analytics or BI technologies

Company

CelerData

Grow your business with 3X greater analytics performance powered by StarRocks and backed by the enterprise support and features of CelerData

Founded in 2020

Menlo Park, California, USA

51-200 employees

https://www.celerdata.com/

H1B Sponsorship

CelerData has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (5)

2024 (1)

2023 (1)

Funding

Current Stage

Growth Stage

Leadership Team

Andy Ye

Co-Founder & Chief Operating Officer

Albert Wong

Head of Developer Relations, Community and Technology Partners Programs

Company data provided by crunchbase