At Reltio®, we believe data should fuel business success. Reltio’s AI-powered data unification and management capabilities—encompassing entity resolution, multi-domain master data management (MDM), and data products—transform siloed data from disparate sources into unified, trusted, and interoperable data. The Reltio Data Cloud™ delivers interoperable data where and when it's needed, empowering data and analytics leaders with unparalleled business responsiveness. Leading enterprise brands—across multiple industries around the globe—rely on our award-winning data unification and cloud-native MDM capabilities to improve efficiency, manage risk and drive growth.
At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.
Reltio has earned numerous awards and top rankings for our technology, our culture and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk!
Job Summary:
Customer Engineer provides expert technical support to high-value customers, and partners resolving complex issues and proactively ensuring system health. They also play a key role in sharing knowledge to enhance overall customer satisfaction and product improvement.
Job Duties and Responsibilities:
- Handle complex technical problems for our customers that include technical configuration, workflow compilation, lambda code debug, integration and JSON knowledge.
- Resolve all categories of customer technical issues (questions, tasks, and problems) through diligent research, reproduction, and troubleshooting per the organizational goals.
- Provide alternate solutions and exercise independent judgment in developing methods, techniques, and evaluation criteria that lead to prompt resolution of issues.
- Provide high-quality customer engineering assistance that results in high customer satisfaction.
- Serve as a subject matter expert in multiple product features for supporting, enhancing, and fixing solutions that support a rapidly growing business at a massive scale.
- Attend meetings with clients to analyze, troubleshoot and diagnose problems.
- Participate in rapid response teams that include engineering and DevOps to be the face of the customer in communications and feedback.
- Actively monitor tenant-level alerting tools and participate in collaborative communications for escalation prevention.
- Provide input on product and service-related enhancement requests back to Engineering, Product Management, Sales, and Marketing teams that will improve our customers' successful use of our products and drive adoption.
- Operates with minimal guidance on daily tasks and receives high-level directives when taking on new initiatives.
- Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture, and its operational impact.
- Participate in a 24/7 on-call rotation, providing after-hours support for critical issues.
- Share and develop best practices with team members to enhance the quality and efficiency of technical support and contribute to the knowledge base.
- Proactively communicate to avoid escalations and negative customer satisfaction.
- Author technical documents on common issues and solutions to build the knowledge base and participate in communities.
- Support weekend shifts on a rotational/as-needed basis if requested.
- Lead support initiatives for the betterment of the organization and team.
- Other duties and responsibilities as assigned.
Skills You Must Have:
- Bachelor's degree in Computer Science or equivalent field of study.
- 3+ years of experience with on-premise or cloud MDM solutions.
- 3+ years of experience supporting enterprise products in SaaS in a customer-facing role.
- 3+ years of experience with Public Clouds AWS/GCP/Azure and their services.
- 3+ years of experience with REST APIs and integration tools.
- 3 + years of previous experience as a software engineer, support engineer, or solution engineer supporting Enterprise-focused applications.
- Experience in data management, master data management, analytics, and big data platforms and technologies.
- Experience in hands-on programming (ex. Python, Java).
- Experience in object-oriented design, data structures, algorithm design, problem-solving, and complexity analysis.
- Experience with RESTful API development and debugging, Postman.
- Experience with web UI development with JavaScript frameworks.
- Working knowledge of scalable and distributed data systems using distributed file systems, Java, and cloud technology.
Skills That Are Nice to Have:
- MS in computer science or equivalent experience preferred.
- Experience with NoSQL databases (Cassandra, Elastic Search, DynamoDB preferred), and distributed indexes is a plus.
Reltio is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.
Top Skills
What We Do
Reltio is the only company that provides a cloud-native multi-tenant, multi-domain MDM platform which delivers real-time data at scale. The Reltio Connected Data Platform provides agility, scale, simplicity, security, and performance unmatched by competitors. Reltio’s API-first approach eases configuration and integration with downstream applications for developers. This is true innovation.
And innovative brands know that connected data is at the heart of delivering exceptional customer experiences. The 3 keys to success are breaking up customer data silos, breaking free from legacy customer data management systems, and breaking through barriers with a better understanding of customers to win in the experience economy.
Data innovators trust Reltio to drive hyper-personalization, reimagine customer-centric business processes, simplify compliance with privacy laws, such as GDPR and CCPA, and manage consent and communication preferences at a global level. If you are a Data Innovator and want to position your company to win in the digital economy, let's talk!
Also - we are hiring! We have the highest growth rate in our market category and a strong customer renewal and expansion rate. Our cultural values focus on living a customer-first approach, driving innovation, delivering business value, and creating an environment where everyone can learn, grow and have fun! As a matter of fact, we've been rated the #1 Best Small Workplace to work in America by Fortune Magazine and we've been featured on the Deloitte 2019 Technology Fast 500™ List for 3 years in a row.
We are looking for people who are smart, dedicated, enjoy working in a team environment, and like to take initiative and get things done. Come join us!
