Level 3 Engineer, Customer Success

Sheffield, England or Belfast, Northern Ireland
Customer Success – Customer Success
Full-time
The Level 3 (“L3”) Engineer plays a critical role in WANdisco’s Customer Success Organization (“CS”) which acts as an interface between customer-facing teams, Product Management and Engineering.  The ideal candidate will work to align these functions to ensure the success of customer engagements. This role is highly varied, and will be involved with a wide range of areas of the business.

Description

    • Customer Success Support: Providing technical leadership for pre-sales, deployment, and support teams. Input and assistance with all aspects of fieldwork, including:
    • Requirement analysis and solution architecture 
    • Hands-on technical support for POCs and more challenging deployments
    • Research and exploratory testing of unfamiliar environments or use cases
    • Coordination of new features and fixes with product management
    • Troubleshooting escalated support cases, creating reproduction environments, engage and work with Engineers where required
    • Contribution to internal documentation relating to product capabilities, known issues, best practices, and 3rd party integrations
    • Delivery of regular technical internal training on technical “how-to’s” and best practices
    • Identification and implementation of improvements to technical process and tooling across the CS team

    • Product Feedback: Play an integral part in aligning customer requirements and product roadmap.
    • Early “road-testing” of pre-release software in order to provide feedback to product management  
    • Guidance and assistance for QA UAT team to align testing with customer scenarios
    • Capturing lessons learned from the field, continually identification of improvements to product and processes, creation of JIRA tickets to communicate requirements product management as part of the Agile development model 
    • Assisting engineering to reproduce and diagnose potential bugs 

    • Technical Exploration: Identification and execution of relevant in-depth investigations and open-ended research. Examples include:
    • Benchmarking bespoke use cases or environments
    • Prototyping possible new features or deployment mechanisms
    • Researching and trialing industry developments and trends

Qualifications

    • 3+ years of experience with the Hadoop Ecosystem including CDH/HDP, HDFS, Yarn 
    • Exposure to enterprise storage technologies and architectures (SAN, NAS, fibre channel)
    • Advanced Linux/UNIX system administrator knowledge (kernel parameters, filesystem creation)
    • Experience or knowledge of data copy, replication, or disaster recovery solutions
    • Understanding of virtualisation, containerisation technologies (Docker, IaaS, PaaS)

Preferred Qualifications

    • Experience working with Cloud Object Stores such as AWS S3, Azure, Google Cloud
    • Knowledge of the Hadoop Application Ecosystem, Hive, HBase, Spark, Oozie, Tez
    • Security concepts and relevant implementations such as Kerberos, SSL/TLS, LDAP
    • Advanced networking knowledge (packet tracing, tuning)
    • Basic scripting ability (Shell and/or Python), experience or understanding of Java
    • Experience with Enterprise IT environments and processes
    • Ability to communicate technical concepts to a non-technical audience

Education

    • Bachelor’s degree in Computer Science or related field
WANdisco is the LiveData company that empowers enterprises to revolutionize their IT infrastructure with its groundbreaking distributed coordination engine (DConE) in the WANdisco Fusion platform, enabling companies to generate hyperscale economics with the same IT budget—across multiple development environments, data centers, and cloud providers. WANdisco Fusion powers hundreds of the Global 2000, including Cisco Systems, Allianz, AMD, Juniper, Morgan Stanley and more. With significant OEM relationships with IBM and Dell EMC and go-to-market partnerships with Amazon Web Services, Databricks, Cisco, Microsoft Azure, Google Cloud, Neudesic, Oracle, Alibaba and other industry titans –WANdisco is igniting a LiveData movement worldwide.