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Senior Customer Solutions Engineer

2 months ago

Dallas, Texas, United States Reltio Full time
Job Overview

At Reltio, we are committed to leveraging data to drive business success. Our AI-driven data unification and management solutions—including entity resolution, multi-domain master data management (MDM), and data products—transform isolated data from various sources into cohesive, reliable, and interoperable information. The Reltio Connected Data Platform™ provides accessible data when and where it is needed, empowering data and analytics leaders with unmatched business agility. Leading enterprises across diverse industries globally depend on our award-winning data unification and cloud-native MDM capabilities to enhance efficiency, mitigate risks, and foster growth.

Our core values guide our actions at Reltio. With a steadfast commitment to our "Customer First" principle, we strive to ensure their success. We celebrate our diversity and believe we are "Better Together" as One Reltio. We continuously seek to "Simplify and Share" our knowledge to eliminate barriers for one another. We hold ourselves accountable for our actions and outcomes, aspiring for excellence—we "Own It". Each day, we innovate and evolve, ensuring that today is "Always Better Than Yesterday". If you resonate with these values, we welcome you to contribute to our mission of excellence.

Reltio has received numerous accolades and top rankings for our technology, culture, and workforce. Founded on a distributed workforce model, we offer flexible work arrangements to help our employees balance their personal and professional lives. If you are eager to work with unparalleled technology in a collaborative environment focused on enabling digital transformation through connected data, we encourage you to explore this opportunity.

Position Summary:

As a lead member of the US Customer Engineering team, the Senior Customer Solutions Engineer is tasked with delivering exceptional service to clients utilizing Reltio's data-driven applications. You will be part of a high-performing team of technical experts dedicated to providing outstanding technical support and customer service. Your responsibilities will include ensuring timely resolution of customer-reported issues, maintaining high levels of customer satisfaction, and fostering a collaborative team atmosphere. You will oversee the necessary processes and infrastructure to guarantee consistent support availability, assisting in providing 24/7 world-class technical expertise that enables customers to maximize their use of the applications, addressing product support inquiries, troubleshooting, and escalating issues to Engineering as necessary. You will strive to enhance the efficiency and effectiveness of the team across various channels (email, chat, phone, online forums, and customer knowledge base), promote best practices, and ensure regular and effective communication.

Key Responsibilities:

  • Utilize extensive expertise in Reltio data management to design, troubleshoot, and optimize complex customer challenges. Quickly identify and resolve intricate technical issues while proactively addressing potential obstacles and developing innovative solutions.
  • Collaborate with team members to triage, troubleshoot, and efficiently resolve complex customer issues. Streamline workflows to enhance response and resolution times.
  • Mentor and guide a team of customer engineers, supporting their development through technical reviews, collaborative problem-solving, and knowledge sharing. Empower team members to enhance their technical skills and problem-solving capabilities.
  • Proactively identify and address recurring issues, contribute to knowledge base articles, and implement solutions that improve product stability and reduce customer effort.
  • Ensure adherence to aggressive service level agreements (SLAs) and ticket closure targets globally, 24/7, in a SaaS environment.
  • Work with cross-functional teams (e.g., Product Development, Engineering, Customer Success) to resolve customer issues, prioritize bug fixes, and influence product enhancements.
  • Maintain a comprehensive understanding of service level agreements and diligently work to meet or exceed these targets, ensuring timely responses and resolutions.
  • Develop and implement best practices for incident management, problem resolution, and knowledge sharing within the support team.
  • Stay informed about platform knowledge and new features, actively participating in training and sharing insights with the team.
  • Conduct regular technical performance evaluations, set objectives, and cultivate a culture of continuous learning and improvement among team members.
  • Act as a point of escalation for complex customer issues, providing technical guidance and collaborating closely with engineers to resolve critical challenges.
  • Monitor customer feedback and sentiment, identify trends, and proactively address recurring issues to enhance the overall customer experience.
  • Perform other duties and responsibilities as assigned.

Essential Skills:

  • Bachelor's degree in Computer Science or equivalent experience.
  • 8+ years of programming experience (Java, JavaScript, Python).
  • 8+ years of experience in developing Master Data Management (MDM) software with multiple full life cycle implementations in Reltio Cloud or similar platforms.
  • 8+ years of experience with enterprise-focused applications, including data management, analytics, and big data technologies (MDM, AWS, GCP, Azure, Reltio Cloud).
  • Proven success in the hands-on design and implementation of large-scale enterprise systems.
  • Deep understanding of object-oriented design (OOD), data structures, algorithms, and performance optimization.
  • Strong grasp of performance and profiling techniques for complex systems.
  • Experience with web UI analysis and development using JavaScript frameworks.
  • Extensive experience debugging Java server-side applications (logs, thread dumps, connectivity).
  • Hands-on knowledge of scalable and distributed data systems utilizing distributed file systems, Java, and cloud technology.
  • Experience with NoSQL databases (Cassandra and DynamoDB preferred) and distributed indexes.
  • Experience in providing high-level scalable design solutions.
  • The ideal candidate will demonstrate the ability to navigate challenging discussions with both technical and non-technical audiences.
  • Excellent communication skills, with the ability to clearly articulate technical concepts to diverse stakeholders.

Preferred Technical Skills:

  • Expertise in implementing/developing Master Data Management (MDM) software with several full life cycle implementations in Reltio Cloud or similar platforms.
  • Hands-on experience with public cloud services (AWS/GCP/Azure).
  • Experience with REST APIs and proficiency in tools such as Postman and Curl.
  • Experience with analytical storage solutions (Snowflake, Google BigQuery, etc.).
  • Familiarity with observability and monitoring tools (e.g., logDNA, Splunk, CloudWatch).
  • Proficiency in Java, Python, and/or API development.
  • Expertise in data integrations, data management, and warehousing systems at the enterprise level.
  • Experience with support ticketing systems (e.g., Zendesk, ServiceNow) and customer relationship management (CRM) tools.

Desirable Skills:

  • Master's degree in a relevant field.
  • Prior experience working with data products in the enterprise sector.
  • Experience with Salesforce, Snowflake, Google BigQuery, etc.

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 dedicated to working with and providing reasonable accommodations to applicants with physical and mental disabilities.