Product Support Engineer

Department: Product Engineering

Location: Remote - US

Employment Type: FullTime

About Nexus

At Nexus, we help organizations turn complex data into clear, actionable insight — so the hard work behind artificial intelligence, analytics, and cloud infrastructure doesn’t slow innovation down… it accelerates it.

We’re a team of builders, problem-solvers, and collaborators who believe in moving fast, learning continuously, and doing great work together. Our role is to handle the heavy lifting of modern data platforms, governance, and cloud transformation so our clients can focus on making confident, strategic decisions that move their businesses forward.

We’re proud of the culture we’re building across the U.S. and India — one rooted in curiosity, ownership, collaboration, and care — and we’re excited to keep growing with people who want to do meaningful work alongside genuinely great teammates.

The Product Support Engineer for NexusOne plays a critical role in ensuring the stability, usability, and customer experience of our data and AI platform. This is a hands-on role responsible for diagnosing and resolving platform issues, supporting customer implementations, contributing to operational excellence, and collaborating with engineering, customer success, and product teams to improve the platform end-to-end.

You will be the bridge between customers using NexusOne in production and the internal teams building and enhancing it. This means you’ll help troubleshoot issues across the stack, maintain internal environments, assist customers through onboarding and adoption, and escalate insights that inform product direction.

If you enjoy problem-solving in complex distributed environments, have a strong customer service mindset, and want to support a modern cloud-native data platform, this role is an excellent match.

Core Responsibilities

Platform & Product Support

• Serve as a primary point of contact for technical support issues related to NexusOne — including platform components, data services, integrations, and operational workflows.

• Diagnose and resolve issues across distributed systems (e.g., Spark, Trino, Airflow, NiFi, Ranger, Iceberg, DataHub).

• Troubleshoot and triage platform errors, pipeline failures, configuration issues, and infrastructure-related incidents.

Customer Support & Interaction

• Partner with Customer Success and Delivery teams to support customer onboarding, environment setup, and production readiness.

• Provide hands-on assistance during customer deployments, upgrades, and configuration changes.

• Participate in customer calls, ticket reviews, and escalation discussions with professionalism and clarity.

Platform Operations & Internal Environments

• Maintain and monitor internal NexusOne environments used for development, QA, demo, and customer replication.

• Work with Platform Engineering to implement changes, patches, upgrades, and configuration updates.

• Help maintain observability via logging, monitoring, dashboards, and alerts.

Incident Response & Root-Cause Analysis

• Respond to incidents, perform root cause analysis, document findings, and implement corrective actions.

• Escalate critical issues to Engineering with clear, actionable detail.

• Contribute to runbook improvements and incident response playbooks.

Product Feedback & Continuous Improvement

• Identify recurring issues and product gaps; share insights with Product and Engineering teams.

• Suggest improvements to documentation, support workflows, tooling, and customer experience.

• Contribute to the evolution of support best practices and service standards.

Key Skills & Technologies

Core Data & Platform Tools

• Spark

• Trino

• Airflow

• NiFi

• Ranger

• DataHub

• Iceberg

• Object storage (S3 or equivalent)

Infrastructure, Automation & Observability

• Kubernetes (K8s) or OpenShift (OCP)

• Terraform or other IaC tools (preferred but not required at this level)

• Linux systems administration

• Git for version control

• Monitoring and logging tools: Grafana, Prometheus, Datadog, ELK/OpenSearch, CloudWatch/Stackdriver

• Shell scripting (Bash) and at least one scripting language (Python preferred)

Soft Skills & Ways of Working

• Strong communication skills, especially when simplifying complex technical issues for customers.

• Calm, empathetic, and methodical troubleshooting style.

• Ability to work from architecture diagrams, logs, and ambiguous problem descriptions.

• Comfort working across teams: Engineering, Customer Success, Delivery, and Product.

• Ownership mindset — someone who enjoys solving problems end-to-end.

Ideal Experience

• 2–5+ years in a technical support engineering, platform support, DevOps/SRE support, or data platform operations role.

• Experience troubleshooting distributed systems, cloud-native platforms, and data pipeline workflows.

• Exposure to cloud platforms (AWS, Azure, or GCP) and hybrid or on-prem deployments.

• Experience interacting directly with customers in a technical capacity.

• Prior involvement in incident management and root cause analysis.

Success Criteria

• High-quality, timely resolution of support tickets and incidents.

• Positive customer satisfaction and clear communication throughout support interactions.

• Stable, well-maintained internal environments for engineering, delivery, and customer teams.

• Quality documentation, improved runbooks, and fewer repeat issues.

• Recognized by peers as dependable, proactive, and customer-centric.

Why You’ll Love Working at Nexus

At Nexus, we value people who want to grow — and support each other while doing so.

You can expect:

• A collaborative team culture built on curiosity and respect

• Challenging work where your contributions clearly matter

• A leadership team that invests in learning and development

• The opportunity to work at the intersection of cloud, data, and AI innovation

Ready to Apply?

If this role sounds like a great fit — or even close to one — we’d love to hear from you. We know that no candidate checks every single box, and we’re excited to meet people who bring curiosity, talent, and a desire to build meaningful work together.