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Customer Experience Engineer

3 months ago

San Francisco, United States Tellius Full time

Tellius enables organizations to get faster insights from their data using AI-powered automation. Any user can ask any question across billions of records via a Google-like interface, understand "why" metrics change via automated insights that surface hidden key drivers and trends, and get predictive recommendations - in a self-service manner. Unlike traditional BI tools, Tellius excels at ad hoc and exploratory data analysis, root-cause/trend insights and anomaly detection, and business-friendly advanced analytics.

Note: We need expertise in one of the tools: Tableau, Qlik, Power BI, Thoughtspot, Sigma Computing, SiSense, Looker, Alteryx, Dataiku, DataRobot, Trifacta, Alation, Incorta, Zoomdata, OBIEE, Birst, GoodData, Cognos, Business Objects

Come and be a core part of a rapidly growing startup in the Analytics / Business Intelligence domain.

We're looking for a Senior Customer Experience Engineer to help support our Tellius Analytics Platform as we scale it to the next phase. This is an individual contributor, hands-on role that requires strong technical acumen, deep analytics/business intelligence knowledge, and sharp technical support skills along with a can-do attitude to build the best possible experience for our customers. Passion for Artificial Intelligence, Predictive Analytics, and Machine Learning technologies is a core requirement.

Your Impact

  • [50%] Support - Answer questions, triage complex technical issues, troubleshoot/debug on customers' environments, collaborate with engineering, and get issues resolved.
  • [30%] Enablement - Help customers to get started with using Tellius by supporting them with how-to assets and show-n-tell sessions.
  • [20%] Success - Help customers develop use cases on Tellius and drive adoption of the Tellius platform.
  • Collaborate with cross-functional groups - backend, frontend, DevOps, design, product, and the go-to-market teams to create a first-class experience for users of our product.
  • Work with engineering, product management, and sales engineering to provide a top-notch technical support experience for our users.
  • Develop best practices documents, tutorials, videos, tools and processes to support customers by the way of triaging, diagnosing, troubleshooting and resolving issues.
  • Collect customer feedback for product improvements.
  • Work very closely with PM & Development teams to plan, prioritize and track features and releases.
  • Own the communication of issue acknowledgment, resolutions, product enhancements, roadmap and other developments to customers.
What you need
  • 5 years of in-depth experience within the Data Analytics / Business intelligence (BI) / Databases domain.
  • Strong fundamentals in Computer Science and Databases.
  • Proficient in SQL and Data Modeling.
  • Understanding and working knowledge of Python, HTML, JavaScript, R, Spark, etc.
  • Experience with performance troubleshooting such as queries, browser freeze, system/service restarts, etc.
  • Experience working with Snowflake, Redshift, and BigQuery.
  • Experience working on GCP, AWS, and Azure.
  • Experience building repeatable processes for customer issue resolution such as building tools, documents, knowledge base, dashboards, workflows for triaging, diagnosis and resolution etc.
  • Ability to work across teams - Engineering, PM, Sales Engineering and Customer Success.
  • Working knowledge of agile development methodologies.
  • Flexibility and willingness to step outside of traditional roles as needed in a fast-paced startup environment.
  • Team player with a can-do attitude.
  • Very strong written and oral communication skills and polished presentation skills.
Wouldn't hurt to bring along
  • Experience with AI, predictive analytics and the machine learning landscape is a huge plus.
  • Bachelor's degree in Computer Science, Mathematics, Statistics and/or related field.


Tellius offers very competitive compensation packages commensurate with your experience. We offer full Health Benefits, Vision, Dental, Vacation, equity, continual career & compensation growth, and many other perks.

Salary Range: 100k-140k USD based on the skills, experience and location.