Technical Support Engineer
At Hydrolix, we are revolutionizing the world of data management and analytics with an innovative cloud data platform purpose-built for petabyte-scale datasets. Hydrolix enables organizations to slash their data costs while simultaneously increasing their data retention.
We are seeking talented Technical Support Engineers to join our team and help us deliver exceptional solutions and support that meet our customers’ unique requirements. This is a technical, hands-on role, where you will need to understand the Hydrolix ecosystem in depth. You will play a crucial role in ensuring customer satisfaction by responding to, triaging, and managing customer support requests. You will work diligently to ensure that Hydrolix meets the Service Level Agreements (SLAs) provided to our customers and partners.
Responsibilities:
- Troubleshoot and resolve technical issues encountered by customers, working closely with them via various channels such as Slack, Hangouts and Email
- Triage and manage customer support requests, ensuring prompt resolution in accordance with SLAs.
- Diagnose and troubleshoot technical issues related to our the Hydrolix Data platform.
- Collaborate with Solutions Architect and Site Reliability Engineering(SRE) to escalate and resolve complex issues.
- Document and track customer issues, resolutions, and feedback in our ticketing system.
- Provide customers with best practices and guidance on using the Hydrolix service.
- Participate in an on-call rotation to provide support for critical issues.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 2+ years of experience in a technical support or customer-facing role.
- Familiarity with a database technologies (e.g., MySQL, PostgreSQL, MongoDB, etc.).
- Familiarity with a cloud platforms (e.g., AWS, Azure, Google Cloud) and database-as-a-service offerings.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work both independently and collaboratively as part of a team, in a distributed environment.
- Willingness to participate in an on-call rotation.
About Hydrolix
Hydrolix is transforming how organizations handle massive-scale streaming and time-series data. Our customers—including leading media companies, CDN providers, cybersecurity firms, and observability platforms—rely on Hydrolix to store and query petabytes of data with breakthrough performance and cost efficiency, often achieving 50x better price-performance compared to traditional solutions.
Why Join Hydrolix
You'll work on some of the most challenging data problems in the industry, directly impacting how enterprises architect their data infrastructure. This role offers the perfect blend of deep technical work, customer collaboration, and strategic influence. You'll have the autonomy to shape customer success while working with cutting-edge technology at unprecedented scale.
Our Commitment to Diversity and Inclusion
At Hydrolix, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Hydrolix are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics. Hydrolix is an equal opportunity employer.
Compensation: Competitive salary, equity, and comprehensive benefits package