Imply · 1 month ago
Senior Technical Support Engineer (Remote)
United States
Full-time
Remote
Senior Level
$115K/yr - $155K/yr
5+ years expImply is a company dedicated to empowering organizations with data-driven insights. The Senior Technical Support Engineer will play a key role in troubleshooting and resolving customer issues related to the Imply Druid platform and ensuring operational efficiency across various cloud infrastructures.
AnalyticsBig DataData VisualizationEnterprise SoftwareInformation Technology
Responsibilities
Deep troubleshooting and resolving customer issues on Imply Druid platform within Service Level Agreements
Responsible for attending to operational issues on Imply’s SaaS offering (Polaris), Imply Hybrid hosted on AWS infrastructure, and self hosted clusters on major Cloud platforms such as AWS, GCP, and Azure
Diagnosing, reproducing, and resolving a wide range of customer issues on the Imply Druid platform that includes Pivot (Imply’s data visualization tool, designed specifically to utilize the speed of Druid), Clarity (Imply’s monitoring tool), backend DB (Mysql, postgres), deep storage (HDFS, S3, Azure blob, etc) and ZooKeeper services ranging from simple configuration changes and ingestion issues to helping customers troubleshoot in Imply clusters with hundreds of nodes
Writing technical content in the form of knowledge-based articles dedicated to operational efficiency and thereby empowering and enabling teammates and customers
Ensure issues and time spent are tracked and documented appropriately in the Zendesk ticketing system
Assess the level of business impact of issues/product defects/feature requests reported by customers and create detailed reports in Jira to share with the Engineering team
Describe ongoing problems, bugs and flag discrepancies in expected behavior when Engineering assistance is needed
Work closely with the members of Engineering, Customer Success Management, and Customer Architect teams to help drive customer issues to resolution
The position includes participation in an on-call rotation to cover after-hours and weekend/holidays escalations
Qualification
Required
5+ years of experience in technical support or customer facing roles
You have an extensive working knowledge on Linux platforms and system administration
You have strong troubleshooting skills and technical knowledge to logically approach problems
You have a good understanding and working knowledge of big data platform ecosystems and distributed systems
You have a good understanding and working knowledge of relational database management and proficiency in SQL
You possess excellent writing and communication skills with an attention to detail
You are a team player and always ready to help
Preferred
Working experience on major Cloud infrastructure platforms AWS, Microsoft Azure & GCP
Good understanding and working knowledge of Kubernetes
Experience in supporting streaming applications such as Kafka and Kinesis & ETL applications
Experience in supporting big data ecosystems on Cloud infrastructure or cloud SaaS applications
Experience in data modeling & visualization
Experience with Splunk or other observability tools
Benefits
100% Paid Medical, Dental and Vision Benefits
401(k) Program
Fertility Coverage
Pet Insurance
Dependent Care FSA
Mental Health Support
Life and AD&D Insurance
Unlimited Paid Time Off - USA Only
Wellness Stipend
Home Office Equipment Reimbursement
Pre-Tax Commuter Benefits
Company
Imply
Imply is a multi-cloud data platform designed to deliver real-time ingestion and visualizations for event-driven and streaming data flows.
51-200 employees
H1B Sponsorship
Imply 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 (4)
2024 (9)
2023 (6)
2022 (9)
2021 (9)
2020 (4)
Funding
Current Stage
Late StageTotal Funding
$215.3MKey Investors
Thoma BravoBessemer Venture PartnersAndreessen Horowitz
2022-05-17Series D· $100M
2021-06-16Series C· $70M
2019-12-10Series B· $30M
Leadership Team
Fangjin Yang
Co-Founder, CEO
Tony Russo
Chief Financial Officer
Recent News
solutionsreview.com
2025-09-13
Company data provided by crunchbase