Join to apply for the Senior Technical Support Engineer role at Treasure Data

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Join to apply for the Senior Technical Support Engineer role at Treasure Data

This range is provided by Treasure Data. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$63,000.00/yr - $75,000.00/yr

At Treasure Data, we’re on a mission to radically simplify how companies use data to create connected customer experiences. Our sophisticated cloud-based customer data platform drives operational efficiency across the enterprise to deliver powerful business outcomes in a way that’s safe, flexible, and secure.

Furthermore, Treasure Data employees are enthusiastic, data-driven, and customer-obsessed. We are a team of drivers—self-starters who take initiative, anticipate needs, and proactively jump in to solve problems. Our actions reflect our values of honesty, reliability, openness, and humility.

About The Role

You will be at the forefront of customer interaction and issue resolution for our company. Your primary focus will be to swiftly deliver dependable solutions to our global clientele, reducing their time to value. You will join a diverse team of professionals, with ample opportunities for professional growth both horizontally and vertically within the organisation.

We are proud of the features we offer in our technical support team, including our thorough examination and analysis of support requests to enhance the customer experience. We also make an effort to recognize frequent requests and automate them to optimise time and resources. Moreover, our internal and public knowledge base serves as a valuable tool for addressing questions related to the product, ultimately saving time for everyone involved. If you are a proactive problem-solver with strong technical skills, excellent communication and interpersonal skills, and a passion for providing exceptional customer service, we would love to hear from you. Join our team and help us continue to provide dependable solutions and exceptional customer service to our global clientele.

• Support Engineer interview blog
  
  

• Provide technical support to customers via Zendesk and Jira ticketing tools
• Collaborate with Customer Success, Engineering, Product, and Professional Services teams to resolve technical cases
• Troubleshoot and resolve complex issues involving customer data, platform integrations, and APIs customer issues related to our Customer Data Platform (CDP)
• Use SQL to investigate data discrepancies and support issue resolution across multiple datasets
• Use tools like Splunk and DataDog to monitor application and system behavior in real time
• Identify and prioritise customer feedback to improve our product and customer experience
• Contribute to internal and public documentation to increase the efficiency of support operations efficiency and effectiveness
• Participate in regular team meetings and training sessions to stay up-to-date on our product and support processes
• Continuously learn and expand technical and product knowledge to become a subject matter expert in our CDP
• Escalate product feedback and feature requests to relevant teams to drive continuous improvement
• Collaborate with global teams, including Japan and UK, and US to share knowledge and escalate customer issues for follow-the-sun support model of 24x7 on-call support.
  
  

• 5+ years of experience in a technical support or customer-facing engineering role
• Advanced troubleshooting and analytical skills, particularly in SQL and data exploration
• Strong SQL proficiency with demonstrated experience querying and troubleshooting large-scale relational datasets
• Familiarity with application monitoring and observability tools such as Splunk or DataDog
• Proficient in managing time-critical requests.
• Experience with at least one scripting language (e.g., Python, Ruby, or Shell)
• Strong understanding of RESTful APIs, including usage through Postman or cURL
• Previous experience working in CDP is a bonus.
• Passion for learning and expanding technical and product knowledge
• Demonstrated ability to work both independently and collaboratively in a fast-paced, globally distributed team
• Customer-focused mindset with a commitment to providing exceptional customer support.
• Strong communication skills with excellent verbal and written English abilities.
• Having knowledge of ticketing tools like Jira and Zendesk is an advantage.
• Contribute to the improvement of AI-powered chatbots and knowledge base systems, driving efficiency in support operations.
• Experience using AI-powered log analysis and data analytics tools, including prompt engineering and context design, to identify root causes and derive effective solutions.
  
  

• Competitive compensation packages
• Salary Sacrifice pension plan with 7% employer match
• Supplemental medical and dental cover offered & 5X annual salary for life cover provided
• Restricted Stock Units (RSU)
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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