CelerData · 1 month ago
Engineering Leader, Post-Sales
San Francisco Bay Area
Full-time
Onsite
Lead/Staff
10+ years expCelerData is a company that empowers organizations to unlock the full potential of their data with a high-performance analytical database. They are seeking a Principal/Lead Support Engineer to deliver exceptional technical assistance to customers, focusing on troubleshooting, optimizing performance, and driving customer success.
Big DataCloud Data ServicesData ManagementDatabaseSoftware
Hiring Manager
Luna Zeng
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
Required
Ambition & Curiosity: 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
Experience: 10+ years in a technical support, customer success, or engineering role, ideally with data analytics or database technologies
Technical Expertise: 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)
Communication Skills: Proven ability to communicate technical solutions clearly to diverse audiences, from data engineers to IT managers
Problem-Solving: Adept at diagnosing complex issues under pressure and delivering root-cause resolutions
Collaboration: Experience working with engineering teams to escalate and resolve issues or influence product development
Leadership: Proven track record of mentoring or leading junior engineers, with a player-coach mindset—balancing direct technical work with team development
Processes: 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
51-200 employees
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 StageLeadership Team
Andy Ye
Co-Founder & Chief Operating Officer
Albert Wong
Head of Developer Relations, Community and Technology Partners Programs
Company data provided by crunchbase