Technical Support Engineer

We are seeking a Technical Support Engineer to support enterprise customers using our big data SaaS platform. This role is customer-facing and hands-on, requiring strong troubleshooting skills across distributed systems, data platforms, and Linux environments.You will work closely with customers and internal engineering teams to resolve complex technical issues, ensure platform stability, and support successful system deployment and operations., + Provide technical support to enterprise customers, including guidance on SDK usage, data integration tools, and system configuration

• Troubleshoot data ingestion issues, investigate data discrepancies, perform data repair and validation, and support data governance initiatives
• Deploy, configure, and support big data clusters in customer environments
• Monitor system alerts and perform root cause analysis to ensure platform stability, performance, and security
• Diagnose issues across application, infrastructure, networking, storage, and performance layers
• Collaborate with engineering teams to escalate and resolve complex production issues
• Develop and maintain technical documentation, including solution guides, FAQs, and implementation manuals
• Contribute to documentation localization and internationalization efforts

• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience
• 3~5 years of experience supporting big data products or enterprise SaaS platforms
• Proficiency in Java and experience writing Python or Shell scripts for troubleshooting and automation
• Experience working in Linux environments, including debugging networking, storage, performance, and security issues
• Solid SQL skills and hands-on experience with MySQL
• Understanding of big data ecosystems, such as Hadoop, Hive, Kafka, Redis
• Strong analytical and problem-solving skills with the ability to independently drive issues to resolution
• Excellent written and verbal communication skills; experience supporting B2B enterprise customers preferred

Nice to Have

• Familiarity with distributed data processing frameworks such as Flink or Trino
• Experience with container technologies (Docker, Kubernetes)
• Experience supporting cloud-based SaaS platforms (AWS, GCP, Azure)