[#2404] [US] Technical Support Engineer (L2)

Technical Support & Troubleshooting
◦ Act as the primary contact for Level 2 technical issues, including query performance, workload management, data ingestion, and system behavior across Yellowbrick's Massively Parallel Processing (MPP) architecture.
◦ Respond to customer incidents quickly and effectively with a "first◦ time fix" mindset.
◦ Perform deep root cause analysis and provide detailed technical solutions.
◦ Reproduce customer environments to diagnose issues using internal tools, logs, and telemetry.
Cross◦ functional Collaboration
◦ Work closely with Engineering to escalate product bugs or systemic issues, providing clear documentation and reproducible test cases.
◦ Collaborate with DevOps to monitor infrastructure health, manage incidents, and improve system resilience.
◦ Partner with Product teams to relay customer feedback and influence product roadmap priorities.
Process Improvement & Knowledge Sharing
◦ Contribute to the continuous improvement of support workflows, monitoring tools, and escalation procedures.
◦ Create and maintain internal and customer◦ facing documentation, including troubleshooting guides and knowledge base articles.
◦ Mentor junior support engineers and assist in onboarding new team members.