US MarketTechnical 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.

Package: at least 13 months/ year. Review twice per year. Bonus: Tet bonus, project bonus, holiday bonus, HR referral bonus... Seniority allowance (working time from 2 years or more). Participate in learning and training activities inside and outside the company, accumulate learning points, develop G Points on the company's management system. Leave Saturday, Sunday 12 days of leave/year Clubs and many cultural sports art activities sponsored or supported by the company (For example: Football, table tennis, badminton, swimming, music, English, games... ) Ensure health: Periodic health check, support to buy high quality health insurance... Join the Rikkei Care Health Insurance Plan. Mental comfort: Playing music on demand every day, fresh fruit, team building activities... Going out near and far everywhere. Opportunity to work abroad and travel around.

Mandatory - Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field, or equivalent practical experience. - Minimum of 3 years’ experience in a technical support, systems engineering, or database administration role. - Strong understanding of distributed systems, SQL, and MPP architectures. - Proficiency in Linux, shell scripting, and system log analysis. - Excellent communication skills with the ability to clearly explain complex technical concepts to both technical and non-technical stakeholders. - Hands-on experience identifying and resolving product bugs or systemic issues independently, including documenting clear reproduction steps and test cases. Preferred - Experience working with Yellowbrick, Snowflake, Redshift, or similar data warehouse platforms. - Experience with enterprise databases and tuning database performance. - Familiarity with Kubernetes, cloud platforms (AWS, GCP, Azure), or DevOps workflows. - Working knowledge of Python or other scripting languages for automation and diagnostics. - Experience using tools like Zendesk or ServiceNow to manage incidents is a plus.