Software Engineer, Customer Support I

Software Engineer, Customer Support I

Location: CAD (Remote – must be physically located in Canada and able to work West Coast / Pacific Standard Time hours)

ABOUT GRIDGAIN

Modern business-critical applications such as AI modeling, high-performance transaction processing, real-time decisioning, fraud detection and risk management all require more than just access to real-time data. These applications need a data platform that can store, access, process and analyze hundreds of terabytes of data at ultra-low latencies with high availability.

GridGain is a leading real-time data platform by the original creators of Apache Ignite. It is the fastest, most non-intrusive way to process enterprise-wide data for AI, transactions and analytics in real time and at massive scale. GridGain allows companies to combine a fast multi-model database with robust compute functionality to deliver the fast access data storage and low-millisecond processing required for today's business imperatives.

GridGain is trusted by leading companies including Citi, Barclays, American Airlines, AutoZone, and UPS to accelerate their existing applications, speed operational analytics and fraud detection, train machine learning models for AI, and provide fast-access data hubs.

GridGain is growing Join the team and play a critical role in a fast-paced Silicon Valley startup that's changing the definition of "real time," and the world's expectations for high-speed data processing and analytics.

ABOUT THE ROLE:

Frontline Support is the initial point of technical contact for customer issues. It emphasizes rapid triage, clear and consistent communication, and adherence to established support processes. The function focuses on resolving known or complex issues directly, identifying when to escalate, and maintaining customer satisfaction through responsiveness, accuracy, and follow-through. Frontline engineers are accountable for SLA adherence, customer communication, and creating a smooth handoff experience when exclusive and prioritized deep investigation is needed.

TECHNICAL KNOWLEDGE & SKILLS:

• Distributed Systems Development: Builds asynchronous distributed apps with JMM expertise.
• Application of Principles: Independently applies theories and concepts.
• Containerization & Orchestration: Understands Docker and Kubernetes basics.
• JVM Tuning: Skilled in tuning JVM GC and memory allocation.
• JVM Troubleshooting: Proficient in GC analysis and memory debugging.
• JVM Optimization: Experienced in heap management and thread dumps.

CUSTOMER FOCUS:

• Anticipates internal and external customer needs and delivers on all customer commitments.
• Always prioritizes the customer's problem and exceeds all standard procedures to fulfill customer requirements.

COMMUNICATION SKILLS:

• Knows when to provide status and what level of detail.
• Able to effectively communicate with various levels of management through the Director level.
• Participate in customer conference calls and represent GridGain as a technical expert.

PROCESS EXECUTION:

• Executes processes independently to meet customer SLAs, with minimal guidance reliably.
• Proactively identifies issues early and escalates them to both technical and customer-facing management.
• Suggests minor improvements to existing processes based on frequent case encounters.
• Analyzes patterns in issues to provide insights that help streamline escalations and reduce repeat issues.

PLANNING, SELF ORGANIZATON & AUTONOMY:

• Plans and organizes related tasks independently to meet interdependent goals, with occasional direction from leadership.
• Sets personal priorities to align with broader team objectives, adapting when new tasks or requests arise.
• Anticipates potential obstacles and proactively communicates with team members to ensure successful task completion.

PROBLEM SOLVING:

• Develops solutions to moderately complex problems with minimal guidance, drawing on knowledge of standard processes and prior experiences.
• Analyzes recurring issues, identifying patterns and suggesting improvements where possible.
• Proactively escalates challenging cases, providing initial diagnostic insights to streamline higher-level troubleshooting.

TEAM WORK & MENTORING:

• Contributes effectively to team initiatives, showing awareness of both individual roles and team goals within established standards.
• Supports team members on moderately complex tasks, offering guidance to peers while respecting their autonomy and viewpoints.
• Introduces new ideas or methods that enhance team performance and align with organizational processes, showing initiative in improving collaboration.

EDUCATION & EXPERIENCE:

• BS degree with 3+ years of experience, or MS degree with 1+ years of experience, or industry equivalent experience

What we can offer you:

Remote-first environment

Competitive salary and pre-IPO stock options

A broad selection of medical, dental and vision insurance plans

Optional HSA, FSA and dependent care reimbursement accounts

Company-paid life insurance

Generous holiday and vacation policy

Family leave programs for life events

401(k)

Monthly stipend for cell phone and gym memberships

A great company culture with a strong emphasis on diversity, equity and inclusion