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Product Support Engineer

Nexus Cognitive LLC

Job Overview

Location

Atlanta

Job Type

Full-time

Full Job Description

📋 Description

• Be the human face of NexusOne. As our Product Support Engineer you are the first line of defense when a customer’s data pipeline stalls, a Spark job fails at 3 a.m., or an Airflow DAG mysteriously disappears. You will triage, diagnose, and resolve incidents across the entire stack—from S3 object storage to Iceberg table metadata—while keeping customers calm, informed, and confident.
• Own the full support lifecycle. You will receive tickets via Zendesk, Slack, and email, reproduce issues in our internal environments, trace logs through Grafana and ELK, craft minimal-repro scripts in Python, and shepherd fixes through Git pull requests. Every resolved ticket ends with a public knowledge-base article and an updated runbook so the next engineer (maybe you!) solves it in half the time.
• Keep our internal labs pristine. You will provision and maintain dev, QA, demo, and customer-replication clusters on Kubernetes/OpenShift using Terraform and Helm. You patch Ranger policies, rotate NiFi certificates, and upgrade Trino versions—all while documenting changes so that Delivery teams can mirror exact customer topologies.
• Partner shoulder-to-shoulder with Customer Success. During onboarding you will spin up new NexusOne tenants, validate network connectivity, and run smoke tests. Post-launch you’ll join weekly customer calls, translate technical findings into business impact, and escalate chronic pain points to Product and Engineering with crisp user stories and log bundles.
• Champion continuous improvement. When you spot the same Iceberg compaction error three times in a week, you will open a Jira ticket, propose a config change, and present your findings in our weekly “Support Insights” forum. Your metrics—MTTR, ticket backlog, CSAT—will be visible on dashboards you help design.
• Master the modern data stack in production. You will gain deep, hands-on expertise with Spark, Trino, Airflow, NiFi, Ranger, DataHub, Iceberg, and object storage. You’ll learn how these pieces fit together at petabyte scale, and you’ll teach others through lunch-and-learns and internal wikis.
• Participate in a follow-the-sun on-call rotation. Roughly one week in six you will carry the pager, respond to Sev-1 alerts within 15 minutes, and coordinate with teams in India and the U.S. to restore service. After each incident you will lead blameless post-mortems and update playbooks so we never make the same mistake twice.
• Grow with us. Whether you aspire to become a Staff Support Engineer, pivot into Platform Engineering, or specialize in Site Reliability, you will have a clear growth plan, budget for certifications (e.g., CKA, AWS DAS), and mentorship from senior engineers who have scaled data platforms at Netflix, Goldman Sachs, and Google.

🎯 Requirements

• 2–5 years supporting cloud-native or distributed data platforms in a technical support, SRE, DevOps, or platform operations role
• Hands-on experience with at least two of: Spark, Trino, Airflow, NiFi, Ranger, Iceberg, or equivalent big-data technologies
• Proficiency in Linux administration, shell scripting (Bash), and Python; familiarity with Kubernetes and Git
• Demonstrated ability to troubleshoot complex, multi-service architectures using logs, metrics, and distributed tracing
• Excellent written and verbal communication skills with a track record of explaining technical issues to non-technical stakeholders

🏖️ Benefits

• Hybrid work model—three days in our Atlanta office, two days wherever you’re most productive
• Annual professional-development stipend ($3,500) plus paid time off to attend conferences or pursue certifications
• Comprehensive health, dental, vision, and mental-wellness coverage for you and dependents—100% company-paid premiums
• 20 days PTO, 11 federal holidays, and a “take-what-you-need” sick-leave policy so you can recharge and stay healthy

Skills & Technologies

Python

AWS

Azure

GCP

Kubernetes

Hybrid

Remote

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Nexus Cognitive LLC

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About Nexus Cognitive LLC

Nexus Cognitive LLC is a Delaware-registered data and AI consultancy that designs cloud-native data platforms, implements real-time analytics, and delivers machine-learning solutions for Fortune 1000 enterprises. The company focuses on modernizing legacy data estates through Microsoft Azure, Databricks, and open-source technologies, offering advisory, implementation, and managed services across retail, healthcare, and financial services sectors. Founded in 2018, it operates with distributed teams across the United States and maintains Microsoft Solutions Partner status for Data & AI and Digital & App Innovation.

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