Customer Support Engineer – Enterprise Data Platforms - Freelance, Remote
Magic One
Customer Support Engineer – Enterprise Data Platforms - Freelance, Remote
Description\nAbout the Client
Our client is a leading enterprise data management software company that empowers organizations to securely control their data across cloud and on-premises environments. Their high-performance data warehouse platform enables unparalleled speed, scalability, and efficiency for complex analytics workloads. With a cutting-edge Kubernetes cloud-native architecture, their solution supports deployment anywhere—from public clouds to private data centers to edge devices.
Why does this role exist?
This role exists to provide expert-level technical support and rapid issue resolution for the client’s most complex and mission-critical analytics workloads. The successful candidate will bridge deep technical expertise with a customer-focused mindset to serve as a trusted escalation point for Level 2 support. They will collaborate closely with Engineering, Product, and DevOps teams to ensure smooth operation and continuous improvement of the platform, ultimately driving high customer satisfaction and retention.
The Impact you’ll makeTechnical Support & Issue Resolution\nServe as front-line support for Level 2 escalations involving query performance, workload management, data ingestion, and system behavior across massively parallel processing architecture.\nReproduce customer issues in lab environments, analyze root causes, and recommend effective solutions.\nUtilize diagnostic tools and logs to isolate and resolve performance and stability issues.\n
Customer Engagement & Case Management\nOwn critical support tickets through to resolution, providing clear and timely communication and ensuring high customer satisfaction.\nAssist enterprise customers with hybrid deployments spanning public cloud (AWS, Azure) and on-premises appliances.\nShare proactive guidance on best practices for workload optimization, schema design, and resource allocation.\n
Internal Collaboration & Escalation\nAct as the customer advocate by capturing feedback on product features, defects, and enhancements to share with Product Management and Engineering.\nCoordinate with QA and Engineering teams to test and validate fixes.\nCollaborate with Level 4 engineers during highly escalated issues and drive timely cross-functional escalations.\n
Knowledge Creation & Mentorship\nContribute to and maintain internal playbooks, diagnostic checklists, and customer-facing knowledge base articles focused on platform-specific behaviors.\nHelp maintain and improve support tools and environments.\n
Continuous Learning & Advocacy\nStay current on distributed database architectures, system internals, and emerging technologies.\nRecommend product and process improvements based on deep understanding of customer workflows and requirements.\n
Skills, Knowledge and ExpertiseRequired:\n3+ years in technical support, systems engineering, or Site Reliability Engineering (SRE) roles supporting SQL-based data platforms.\nStrong proficiency in SQL with the ability to write and understand complex queries including joins, subqueries, and analytic functions.\nSolid experience in Linux/Unix system administration, performance monitoring, and scripting (Bash, Python).\nDeep understanding of distributed database concepts including compute nodes, storage layers, networking, and alerting systems.\nExposure to hybrid cloud architectures and cloud infrastructure (AWS, Azure), especially networking, security groups, and storage.\nWFH Set-Up:\nComputer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.\nInternet speed of at least 40MBPS\nHeadset with an extended mic that has noise cancellation and a webcam\nBack-up computer and internet connection\nQuiet, dedicated workspace at home\n\n\nYour Superpowers:\n\nTechnical: Advanced SQL skills, Linux/Unix expertise, scripting proficiency, knowledge of distributed databases and cloud platforms.\n\nCommunication: Clear, direct, and empathetic communicator able to convey complex technical issues to diverse audiences.\n\nProblem Solving: Analytical thinker with a proactive approach to troubleshooting and root cause analysis.\n\nCollaboration: Team player who works effectively across functions and time zones.\n\nAdaptability: Comfortable working flexible hours including on-call rotations as needed.\nYou should apply if… \nYou are a highly organized and independent self-starter who thrives in a fast-paced technical support environment.\nYou enjoy solving complex problems and take ownership of customer issues from start to finish.\nYou value clear communication and continuous learning.\nYou are excited by the opportunity to influence product improvements through direct customer advocacy.\nYou are motivated by making a measurable impact on customer success and platform reliability.\n\nWhat to expect...
\nWork Setup:\nRemote position\nMust have a reliable internet connection and a quiet workspace\nRequired to provide own computer with Intel Core i5 or something similar or higher operating system\nWorking Hours:Monday to Friday, 5 PM to 1 AM Pacific Time (may require flexibility for on-call support)Compensation:\n$6 per hour\nNo benefits package included\n
Benefits
Department: Support & Leadership
Employment Type: Full Time
Location: Philippines
Reporting To: Client via Magic
Compensation: $6.00 / hour
Description\nAbout the Client
Our client is a leading enterprise data management software company that empowers organizations to securely control their data across cloud and on-premises environments. Their high-performance data warehouse platform enables unparalleled speed, scalability, and efficiency for complex analytics workloads. With a cutting-edge Kubernetes cloud-native architecture, their solution supports deployment anywhere—from public clouds to private data centers to edge devices.
Why does this role exist?
This role exists to provide expert-level technical support and rapid issue resolution for the client’s most complex and mission-critical analytics workloads. The successful candidate will bridge deep technical expertise with a customer-focused mindset to serve as a trusted escalation point for Level 2 support. They will collaborate closely with Engineering, Product, and DevOps teams to ensure smooth operation and continuous improvement of the platform, ultimately driving high customer satisfaction and retention.
The Impact you’ll makeTechnical Support & Issue Resolution\nServe as front-line support for Level 2 escalations involving query performance, workload management, data ingestion, and system behavior across massively parallel processing architecture.\nReproduce customer issues in lab environments, analyze root causes, and recommend effective solutions.\nUtilize diagnostic tools and logs to isolate and resolve performance and stability issues.\n
Customer Engagement & Case Management\nOwn critical support tickets through to resolution, providing clear and timely communication and ensuring high customer satisfaction.\nAssist enterprise customers with hybrid deployments spanning public cloud (AWS, Azure) and on-premises appliances.\nShare proactive guidance on best practices for workload optimization, schema design, and resource allocation.\n
Internal Collaboration & Escalation\nAct as the customer advocate by capturing feedback on product features, defects, and enhancements to share with Product Management and Engineering.\nCoordinate with QA and Engineering teams to test and validate fixes.\nCollaborate with Level 4 engineers during highly escalated issues and drive timely cross-functional escalations.\n
Knowledge Creation & Mentorship\nContribute to and maintain internal playbooks, diagnostic checklists, and customer-facing knowledge base articles focused on platform-specific behaviors.\nHelp maintain and improve support tools and environments.\n
Continuous Learning & Advocacy\nStay current on distributed database architectures, system internals, and emerging technologies.\nRecommend product and process improvements based on deep understanding of customer workflows and requirements.\n
Skills, Knowledge and ExpertiseRequired:\n3+ years in technical support, systems engineering, or Site Reliability Engineering (SRE) roles supporting SQL-based data platforms.\nStrong proficiency in SQL with the ability to write and understand complex queries including joins, subqueries, and analytic functions.\nSolid experience in Linux/Unix system administration, performance monitoring, and scripting (Bash, Python).\nDeep understanding of distributed database concepts including compute nodes, storage layers, networking, and alerting systems.\nExposure to hybrid cloud architectures and cloud infrastructure (AWS, Azure), especially networking, security groups, and storage.\nWFH Set-Up:\nComputer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.\nInternet speed of at least 40MBPS\nHeadset with an extended mic that has noise cancellation and a webcam\nBack-up computer and internet connection\nQuiet, dedicated workspace at home\n\n\nYour Superpowers:\n\nTechnical: Advanced SQL skills, Linux/Unix expertise, scripting proficiency, knowledge of distributed databases and cloud platforms.\n\nCommunication: Clear, direct, and empathetic communicator able to convey complex technical issues to diverse audiences.\n\nProblem Solving: Analytical thinker with a proactive approach to troubleshooting and root cause analysis.\n\nCollaboration: Team player who works effectively across functions and time zones.\n\nAdaptability: Comfortable working flexible hours including on-call rotations as needed.\nYou should apply if… \nYou are a highly organized and independent self-starter who thrives in a fast-paced technical support environment.\nYou enjoy solving complex problems and take ownership of customer issues from start to finish.\nYou value clear communication and continuous learning.\nYou are excited by the opportunity to influence product improvements through direct customer advocacy.\nYou are motivated by making a measurable impact on customer success and platform reliability.\n\nWhat to expect...
\nWork Setup:\nRemote position\nMust have a reliable internet connection and a quiet workspace\nRequired to provide own computer with Intel Core i5 or something similar or higher operating system\nWorking Hours:Monday to Friday, 5 PM to 1 AM Pacific Time (may require flexibility for on-call support)Compensation:\n$6 per hour\nNo benefits package included\n
Benefits
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