Senior Account Support Engineer

San Mateo, California /
Customer Success /
/ On-site
 Proven at a global web scale in production for modern data services, Alluxio is the developer of open-source data orchestration software for large-scale analytics and AI. Alluxio is in production use today at eight out of the top ten internet companies, and seven of the ten highest-valued companies in the world. Our mission is to orchestrate data for all data-driven applications in any cloud! 

As customers continuously push the envelope for ways to extract value from data, Alluxio is driving innovation in data access and management for large-scale distributed systems. Alluxio is charging full steam to help customers navigate digital transformation. Venture-backed by Andreessen Horowitz, Hillhouse Capital, and Seven Seas Partners. Alluxio was founded at UC Berkeley’s AMPLab by the creators of the Tachyon open-source project.  

Alluxio data orchestration platform is a new layer between storage and compute engines. This new data layer serves data to large-scale analytics and AI in any cloud across clusters, regions, clouds, and countries, providing simplified data access to files and objects. Features like intelligent caching, unified namespace, and data management provide agility and cost efficiency to customers in financial services, high-tech, retail, and telecommunications.

Alluxio has received numerous accolades, including recently being named: One of the 20 Coolest Cloud Software Companies of 2021. Alluxio is trusted by Meta, Uber, Tencent, Tiktok, Alibaba, Expedia, Rakuten, Microsoft, Walmart, and more! Please review Wikipedia to learn more about us! Join our world-class team of empathetic, enthusiastic, and creative people who can work on some of the toughest big data problems.

About the role:

    • Provide hands-on technical support for Enterprise customer Alluxio implementations.
    • You will possess a strong technical skill set to troubleshoot customer-deployed Alluxio implementations.
    • You are comfortable engaging with Big Data technical teams to support their large-scale hybrid cloud and multi-cloud architectures.
    • You will work directly with customers on sophisticated deployments, have experience with Big Data on-premise and cloud implementations, and will help our customers achieve the most out of the Alluxio platform.
    • You will work closely with SE, Engineering, and Product to make sure our customers receive the best experience possible with Alluxio.

As the Lead Account Support Engineer at Alluxio, What You Will Be Able To Build and Own:

    • End-to-end ownership of issue initiation through to resolution with a global set of customers spanning multiple continents;
    • Engage directly in hands-on reproduction of customer issues for diagnosis and escalation to Engineering and Product teams to ensure timely resolution of customer issues;
    • Leverage hands-on technical skills to provide customers with resolutions/workarounds to customer queries/issues as appropriate;
    • Meet with customers on a regular basis to review and communicate on the open issues until resolution;
    • Ensure that customer Service Level Agreements (SLAs) are met for various assignments;
    • Engage with various Big Data technologies including Spark, Presto, Hadoop/HDFS, Hive, and more;
    • Provide best practices guidance and recommendations to Alluxio customers to ensure successful Alluxio implementations;
    • Willing to assist the Alluxio on all manner of issues, as the situation demands;
    • Write KB solution to share the knowledge with the customer and other team members;
    • Ability to work some holidays and the weekend.

As the Lead Account Support Engineer at Alluxio, What We are Looking For:

    • 5-7 + years of experience overall as a Technical Account Manager or Account Support Engineer with Customers in a similar technical discipline
    • 3+ years of experience with major Big Data technologies and frameworks including but not limited to Spark, Hive, ZooKeeper, HDFS, Presto, Hadoop, MapReduce, Tensorflow, etc;
    • 2+ years of experience working with either one or two Cloud technologies such as AWS, Azure, and GCP;
    • Must have Linux experience;
    • Good understanding and knowledge of Kubernetes and Docker;
    • Understand Java-based software technology and desire to learn new skills and techniques;
    • Ability to work independently with limited supervision;
    • Always possess a can-do and positive attitude;
    • Ability to manage multiple customer issues and projects in a fast-paced environment;
    • Excellent verbal/written communication skills, including communicating technical issues to non-technical audiences and strong critical thinking, decision making, troubleshooting, attention to detail, and problem-solving skills;
    • Able to work under pressure with both internal and external stakeholders;
    • Committed to customer success; flexible, agile, adaptive to change.
Alluxio is an equal opportunity employer and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.

The base salary range for this US full-time position is $130,000 - $140,000, subject to standard withholding and applicable taxes. All candidates receive equity (stock options) and access to a comprehensive benefits offering.  The base salary range reflects the minimum and maximum target for candidates across all US locations. Work location, skills, experience, and any relevant education or training determine the compensation awarded to the candidate. The Recruiting Team or Hiring Manager can share more about the specific salary range with you during the recruitment process.