Technical Support Engineer

Customers trust the Alation Data Intelligence Platform for self-service analytics, cloud transformation, data governance, and AI-ready data, fostering data-driven innovation at scale. With more than $340M in funding – valued at over $1.7 billion and nearly 600 customers, including 40% of the Fortune 100 — Alation helps organizations realize value from data and AI initiatives.

Alation has been recognized in 2024 as one of Inc. Magazine's Best Workplaces for the fifth time, a testament to our commitment to creating an inclusive, innovative, and collaborative environment. 

Collaboration is at the forefront of everything we do. We strive to bring diverse perspectives together and empower each team member to contribute their unique strengths to live out our values each day. These are: Move the Ball, Build for the Long Term, Listen Like You’re Wrong, and Measure Through Customer Impact. 

Joining Alation means being part of a fast-paced, high-growth company where every voice matters, and where we’re shaping the future of data intelligence with AI-ready data. 

Join us on our journey to build a world where data culture thrives and curiosity is celebrated each day!

Job Description:

As a Technical Support Engineer, you will provide frontline technical support to our customers, prospects, and partners; helping them integrate with the Alation platform. You will be responsible for triaging, troubleshooting, and debugging issues and escalating to our advanced support engineering team as appropriate. Your work will be cross-functional and will involve working with engineering, QA, DevOps, product management, sales, and customer success.

This is a contract role reporting to the EMEA Sr. Manager, Technical Support.

What you'll do:

• Provide technical support to Alation customers, partners, prospects, and other Technical Support Engineers.

• Resolve customer issues via our case management tool, email, chat, and/or video conferencing.

• Build and utilize complex lab setups to replicate and resolve problems.

• Maintain a groomed backlog of cases and ensure that SLAs for Response Time & Resolution Time are consistently met.

• Provide accurate and complete support escalations and bug reports.

• Facilitate discussions and provide solutions in our Community portal.

• Be available for occasional weekend on-call coverage.

What you need:

• At least 3 years of experience as a support engineer providing enterprise software application support.

• Bachelor’s degree in Computer Science or Information Technologies, or equivalent experience supporting software components.

• High degree of analytical, debugging, and troubleshooting skills in a fast-paced environment.

• Excellent written and verbal communication skills, with a strong ability to discuss complex technical topics with customers, engineers, and product managers.

• Linux system administration skills.

• Working knowledge of relational databases (SQL, Postgres, Oracle).

• Working knowledge of Web servers, such as Apache and Nginx, and cluster platforms such as Hadoop and Hive.

Additional Skills:

• Comfort with working in a fast-paced, rapidly changing environment.

• Ability to work on problems of moderate to wide scope and moderate to high complexity.

• where analysis of situations or data requires a review of identifiable factors.

• Strong analytical and troubleshooting skills.

• Good verbal communication skills.

• Promotes and solicits ideas within project team(s).

• Ability to handle critical customer issues/problems.

• Able to determine problems and deliver known solutions with a high level of customer satisfaction.

• Ability to determine root cause and resolution for previously unknown problems.

A big plus if you have experience in the following areas:

• Authentication protocols (Kerberos, SAML, LDAP, SSO, SSL certificates)

• Debugging applications written in JAVA and Python

• REST APIs

• Non-relational databases (Elasticsearch, NoSQL, MongoDB, etc)

• Django system administration

• JDBC and ODBC drivers

• BI data sources (Tableau, Microstrategy, etc).

• Cloud platforms like AWS, Azure, GCP.

Alation, Inc. is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.                                   
 

The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.  
 

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