Advanced Customer Engineer

Job Description

Job Description

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 provides the next-level expertise and service to ensure all the Reltio customers get the best possible experience. This position requires a deep understanding of the Reltio application stack from the front end to the database layers and analysis of break-fix cases.

Job Duties and Responsibilities:

• Build highly scalable and reliable platform services and components to create the foundation of the core Reltio Platform architecture.
• Develop and implement strong algorithms/techniques for solving complex problems in a high-volume and high-availability environment.
• Take complete ownership of Reltio Platform features, components, and integrations.
• Build and implement scalable and accurate monitoring platforms and metrics platforms.
• Analyze user needs and software requirements to determine design feasibility within time and cost constraints.
• Provide top-quality technical support assistance, resulting in high customer satisfaction.
• Identify opportunities for continuous improvements to Reltio cloud-based platforms (AWS, CGP, and Azure).
• Develop new ways to optimize and streamline the Reltio Platform layer to facilitate a seamless implementation experience for our customers.
• Devise enhancements, and 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 research, 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.
• Support Enterprise-focused applications, with a focus on data management, analytics, and big data platforms and technologies (Hadoop, Spark, MapReduce).
• Plan, design, and build effective solutions to support a rapidly growing business at a massive scale.
• Learn and keep up-to-date on the latest product functionality, dependencies, underlying architecture, and their operational impact.
• Research and develop solutions for customer support cases using extensive product knowledge, version control software,  and troubleshooting techniques.
• Enable a deeper understanding of MDM, NoSQL, Data structures, Service architecture, and System design through documentation.
• Collaborate with support, product management, and core engineering team members to design systems and 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.
• Provide input on product and service-related enhancement requests to Engineering, Product Management, Sales, and Marketing teams.
• Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
• Support, enhance, and fix solutions that support a rapidly growing business at a massive scale 
• Other duties and responsibilities as assigned. 

Skills You Must Have: 

• Bachelor of Science degree in computer science or equivalent experience.
• 5+ years developing on large-scale enterprise systems.
• Experience in object-oriented design, data structures, algorithm design, problem-solving, and complexity analysis.
• Experience with web UI development with JavaScript frameworks.
• Experience debugging server-side Java applications including troubleshooting logs, thread dumps, and connectivity issues.
• Working knowledge of scalable and distributed data systems using distributed file systems, Java, and cloud technology.
• Experience with NoSQL databases (Cassandra preferred), and distributed indexes.
• Understanding of performance and profiling techniques of complex systems.
• Excellent 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 designing and implementing end-to-end, on-premise and cloud, MDM solutions 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, and Reltio Cloud.
• 2 years of experience configuring & validating the Comparator, Match tokens, Match & Merge setup, and survivorship rules in MDM on Reltio Cloud.
• 2 years of experience in using Version Controlling software including Bitbucket, VSS, SVN for storing and promoting the code.

Skills That Are Nice to Have:  

• Experience with big data technologies (ex. Hadoop, MapReduce, Spark).
• Master of Science degree in computer science or equivalent experience.

At Reltio, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location. 

Overall Market Range

$154,000—$262,000 USD

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.