Advanced Customer Engineer

Advanced Customer Engineer

At Reltio®, an SAP Company, we believe data should fuel your success in the enterprise AI era. Our  Context Intelligence Platform turns fragmented data into a trusted, connected context so AI agents and systems can act with expert-level judgement at enterprise scale. Reltio’s cloud-native SaaS platform harmonizes, unifies, and governs data across sources and formats—including unstructured data—in real time, turning them into data assets that can be mobilized in milliseconds to any application, user, or AI agent. Trusted by more than 200 of the world’s largest brands across industries such as life sciences, financial services, healthcare, and technology, we fuel frictionless operations and help enterprises accelerate  innovation and reduce risk.

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 industry and analyst recognition 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: 

The Advanced Customer Engineer-Level 1 provides the second level of expertise and service to ensure all the Reltio customers get the best possible experience. This position requires an understanding of the Reltio application stack from the front end to the database layers and analysis of break-fix cases and the ability to efficiently investigate and resolve complex issues.

Job Duties and Responsibilities:

• Develop and implement algorithms/techniques for solving problems in a high-volume and high-availability environment.
• Take complete ownership of knowledge of Reltio Platform features, components, and integrations.
• Build and implement scalable and accurate monitoring and metric tools and frameworks.
• Analyze customer needs and software requirements to determine configuration accuracy in solving issues and incidents.
• Provide quality technical support assistance, resulting in high customer satisfaction.
• Monitor performance, stability, and consistency of the Platform to facilitate the delivery of well-rounded decision-making in connection with product development and delivery.
• Resolve customer technical issues through collaboration, reproduction, UI/API/performance debugging, and troubleshooting.
• Remain abreast of technological advancements to identify cutting-edge and new pragmatic approaches to building sustainable solutions, including applying pragmatic approaches to deliver solutions and fixes to critical customer-facing obstacles.
• Provide alternate solutions and exercise independent judgment in developing methods, techniques, and evaluation criteria that lead to prompt resolution of issues.
• Learn and keep up-to-date on the latest product functionality, dependencies, underlying architecture, and their operational impact.
• Gain an understanding of MDM, NoSQL, Data structures, Service architecture, and System design through documentation.
• Collaborate with support, product management, and core engineering team members to obtain information on project limitations, capabilities, performance requirements, and interfaces.
• Represent Reltio in Customer meetings as an Engineering expert to provide clear and deep knowledge of customer issues and impacts.
• Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
• Identify opportunities for continuous improvements to Reltio cloud-based platforms (AWS, CGP, and Azure).
• Participate in a 24x7 on-call rotation and provide after-hours support for critical customer and platform issues.
• Respond to high-priority incidents within established service level objectives.
• Support weekend shifts or /on a rotational and/or business-required basis.
• Other duties and responsibilities as assigned. 

Skills You Must Have: 

• Bachelor of Science degree  in computer science or equivalent with 5+  years of experience.
• 2+ years developing on large-scale enterprise systems.
• Experience in object-oriented design, data structures, algorithm design, problem-solving, and complexity analysis.
• Understanding of API design principles, authentication mechanisms, and integration.
• Knowledge of web UI development with JavaScript frameworks.
• Working knowledge of scalable and distributed data systems using distributed file systems, Java, and cloud technology.
• Experience with NoSQL databases and distributed indexes.
• Understanding of performance and profiling techniques of complex systems. 
• Hands-on  analytical and troubleshooting skills.
• 2 years of experience developing Master Data Management (MDM) software with several full life cycle implementations in Reltio Cloud.
• 2 years of experience with enterprise-focused applications including data management, analytics, and big data platforms and technologies with MDM, AWS, GCP, Azure, Reltio Cloud.
• 2 years of experience configuring & validating the Comparator, Match tokens, Match & Merge setup, and survivorship rules in MDM on Reltio Cloud.
• 1 year of experience in using version-controlling software including Bitbucket, VSS, SVN for storing and promoting the code.

Skills That Are Nice to Have:  

• Bachelor of Science degree  in computer science or equivalent experience.
• Object oriented programming and designs, Data Structures and Algorithms.
• Experience in data management, master data management, analytics, and big data platforms and technologies.

Experience Level

Senior Level