[US UK Market] Technical Support Engineer (L2)

ResponsibilitiesTechnical Support & TroubleshootingAct as the primary contact for Level 2 technical issues, including query performance, workload management, data ingestion, and system behavior across Massively Parallel Processing (MPP) architecture.respond to customer incidents quickly and effectively with a "first◦ time fix" mindset.Perform deep root cause analysis and provide detailed technical solutions.Reproduce customer environments to diagnose issues using internal tools, logs, and telemetry.Cross◦ functional CollaborationWork closely with Engineering to escalate product bugs or systemic issues, providing clear documentation and reproducible test cases.Collaborate with DevOps to monitor infrastructure health, manage incidents, and improve system resilience.Partner with Product teams to relay customer feedback and influence product roadmap priorities.Process Improvement & Knowledge SharingContribute to the continuous improvement of support workflows, monitoring tools, and escalation procedures.Create and maintain internal and customer◦ facing documentation, including troubleshooting guides and knowledge base articles.Mentor junior support engineers and assist in onboarding new team members.QualificationsBachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field, or equivalent practical experience.Minimum of 3 years’ experience in a technical support, systems engineering, or database administration role.Strong understanding of distributed systems, SQL, and MPP architectures.Proficiency in Linux, shell scripting, and system log analysis.Excellent communication skills with the ability to clearly explain complex technical concepts to both technical and non◦ technical stakeholders.Hands◦ on experience identifying and resolving product bugs or systemic issues independently, including documenting clear reproduction steps and test cases.PreferredExperience working with Yellowbrick, Snowflake, Redshift, or similar data warehouse platforms.Experience with enterprise databases and tuning database performance.Familiarity with Kubernetes, cloud platforms (AWS, GCP, Azure), or DevOps workflows.Working knowledge of Python or other scripting languages for automation and diagnostics.Experience using tools like Zendesk or ServiceNow to manage incidents is a plus.BenefitSalary: Negotiate.Package: At least 13 months/ year. Review periodically following company policy.Bonus: Tet bonus, project bonus, holiday bonus, HR referral bonus...Seniority allowance (working time from 2 years or more).Participate in learning and training activities inside and outside the company, accumulate learning points, develop G◦ Points on the company's management system.2 days of per week and 12 leave days per year.Clubs and many cultural ◦ sports ◦ art activities sponsored or supported by the company (For example: Football, table tennis, badminton, swimming, music, English, games... )Ensure health: Periodic health check, support to buy high quality health insurance...Join the Rikkei Care Health Insurance Plan.Mental comfort: Playing music on demand every day, happy hour, team building activities...Apply to: maint9@rikkeisoft.com