Technical Support Engineer

Snaplogic San Mateo , CA 94401

Posted 4 months ago

Technical Support Engineer

  • Engineering
  • 1825 South Grant Street, San Mateo, CA, USA

Who We Are:

SnapLogic is the leader in self-service application and data integration. Our mission is to make it fast and easy for users to access, connect and analyze enterprise data to improve business processes, accelerate decision-making, and drive better business outcomes.

SnapLogic's Enterprise Integration Cloud accelerates data flow across applications, databases, data warehouses, big data streams, and IoT deployments whether on-premises or in the cloud. Unlike traditional integration software that requires painstaking, hand-crafted coding by teams of developers, SnapLogic's simple but powerful platform enables both IT and business users to create quality, scalable data pipelines that get the right data to the right people at the right time.

Hundreds of Global 2000 customers including Adobe, AstraZeneca, Box, GameStop, Verizon, and Wendy's rely on SnapLogic to automate business processes, accelerate analytics, and drive digital transformation. SnapLogic was founded by data industry veteran Gaurav Dhillon and is backed by blue-chip investors including Andreessen Horowitz, Capital One, Ignition Partners, Microsoft, Triangle Peak Partners, and Vitruvian Partners. Learn more at snaplogic.com.

The Role:

This is a hands-on, technical engineering position dedicated to contributing our users' successful experience with SnapLogic. Work in a close relationship with the Engineering and Development teams, influencing future product features and help identify functionality to help increase product efficiency and effectiveness. The role demands a strong technical background and a highly motivated team player with excellent communication skills that can also thrive independently.

What You'll Do:

  • Deliver informed and reliable direction, both technical and non-technical to help customers integrate, deploy and troubleshoot SnapLogic issues

  • Take ownership of customer issues, including initial troubleshooting, identification of root cause and provide resolutions

  • Meet or exceed customer expectations on quality, timeliness, documentation, resolution and customer experience.

  • A creative thinker to come up with process improvements and new ways to improve customer satisfaction.

  • Work directly with customers, sales and sales engineering on high-priority customer-driven tasks

  • Collect details necessary to design and create reproducible cases for issues that require Engineering and/or Development team analysis

  • Submit defect and enhancement requests on behalf of end-users

  • Become a SnapLogic subject matter expert (SME)Act in a development capacity on product, process and tool improvement projects

  • Support (remotely) our Field team in troubleshooting network configuration and deployment issues at customers' sites

  • Work as an advisor on the product best practices for better supportability

  • Effectively communicates procedural and technical issues to internal and external customers in a fast-paced and customer critical environment.

  • Work closely with SnapLogic Product management and operations, Product development, QA, Account Managers and other customer/partner relationship owners for seamless execution of the solutions

  • Write and review technical knowledge base articles, solutions, FAQs, examples, and how-to guides for publication to customer and company knowledge systems

  • Participate in on-call coverage for holidays/weekends for severity 1 Issues

  • Occasional travel may be required

What We're Looking For:

  • A good understanding of how to connect various systems and build integration flows

  • B.S. in Computer Science or similar field

  • 5+ years technical experience with: Java or Python, HTTP technology and principles, including REST principles

  • Good understanding of networking protocols and applications (TCP/IP, proxies, load balancing, firewalls, etc.)

  • Working knowledge of database technologies and SQL

  • In-depth familiarity of Linux (advanced user; sysadmin experience a bonus, but not required)

  • Proven interpersonal skills, working effectively with various levels of the organization, across many different functional areas

  • Excellent organizational skills (must be able to manage concurrent projects with different parts of the organization)

  • An individual who will drive customer satisfaction through programs like "voice of the customer"

  • Someone who will drive product usage and adoption

  • A customer advocate

  • Someone who enjoys proactively building tutorials, how-to's, features discovery, etc.

  • A self-directed individual that continuously seeks out new challenges

Why Join Now:

There's never been a better time to join SnapLogic. Here are the top 6 reasons to become part of the SnapLogic team:

  • Hot Market: With the proliferation of cloud apps, explosion of big data sources, emergence of IoT, and an increasingly complex data landscape, the need for integration technologies has risen to the top of the agenda for data-driven companies. According to industry analysts, the Integration Platform as a Service (iPaaS) market grew by 70% in 2017, the fastest growth area in the application infrastructure and middleware market.

  • Company Momentum: In 2017, fueled by its best-ever Q4, SnapLogic saw triple-digit bookings growth year-over-year, adding global customers like Emirates, Hewlett Packard Enterprise, Illumina, PwC, Qualcomm, Schneider Electric, Smith College, Thomson Reuters, and Workday. Driven by the 250+ of industry's best and brightest employees in offices across North America, the UK, and India along with a constantly growing network of industry partners, SnapLogic has consistently acquired recognition from analysts, reporters, industry boards and communities.

  • AI-fueled Product Innovation: SnapLogic's modern, self-service, cloud-native platform makes integration fast and easy with no coding for IT and business managers alike. Earlier this year, SnapLogic celebrated the one-year anniversary of its industry-first artificial intelligence technology, called Iris AI, which underpins a series of exciting innovations set to debut over the next 2-3 years to drive the future of autonomous integration.

  • Happy Customers: Our customers are seeing unmatched results with the SnapLogic platform. Adobe enabled 800+ "citizen integrators" and saved millions per year. AstraZeneca enabled 600+ self-service users globally on a single platform for both apps and data. Box connected 24+ apps in months with only 1.5 developers. SnapLogic's customer retention rate is 95%+, and analysts recognize SnapLogic as the industry leader in customer satisfaction.

  • Industry Recognition: Throughout the years, industry-watchers have recognized our company, products, customers, and employees as best-in-class. Gartner recognized SnapLogic as a Leader for the third straight year in their Magic Quadrant for Integration Platform as a Service (iPaaS), Mogul named SnapLogic among the Top100 Companies for Millennial Women in 2017, CRN Magazine picked SnapLogic as a top innovator in their 2018 Big Data 100 List, and DBTA Magazine named SnapLogic among the Top 100 Companies That Matter Most in Data.

  • Vibrant Company Culture: We firmly believe that our people are our strongest asset as a company and we never lose sight of that fact. Our work environment and employee programs and services are all geared to ensure that our employees have challenging and meaningful roles and also a great place to do the best work of their careers. Our efforts to keep our culture thriving and strong are paying off: for two years' running, we have been named a Bay Area Top Workplace by the Bay Area News Group and Mogul selected SnapLogic for their list of the Top 100 Companies for Millennial Women.

SnapLogic is headquartered in San Mateo, CA with offices in New York, NY; London, UK; and Hyderabad, India.

To all recruitment agencies: SnapLogic does not accept unsolicited agency resumes. Please do not forward resumes to SnapLogic employees or to any other company location. SnapLogic is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the company. SnapLogic provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. SnapLogic complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. SnapLogic expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SnapLogic employees to perform their expected job duties is absolutely not tolerated.


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