- [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.
- 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.
- 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.
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Customer Experience Engineer - San Francisco, United States - Tellius
Description
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
Salary Range: 100k-140k USD based on the skills, experience and location.
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