Senior Support Engineer - Customer Engineering

TetraScience is the Scientific Data and AI Cloud company with a mission to radically improve and extend human life. TetraScience combines the world's only open, purpose-built, and collaborative scientific data and AI cloud with deep scientific expertise across the value chain to accelerate and improve scientific outcomes. TetraScience is catalyzing the Scientific AI revolution by designing and industrializing AI-native scientific data sets, which it brings to life in a growing suite of next generation lab data management products, scientific use cases, and AI-based outcomes. For more information, please visit tetrascience.com.

Our core values are designed to guide our behaviors, actions, and decisions such that we operate as one. We are looking to add individuals to our team that demonstrate the following values:

• Transparency and Context- We execute on our ambitious mission by starting with radical data transparency and business context. We openly and proactively share all vital data and make it actionable, so our employees and stakeholders can solve any problem presented to them.
• Trust and Collaboration- We are committed to always communicating openly and honestly at every level of the organization, functionally, cross-functionally, internally, and externally. Empowering our employees will drive positive change across our entire ecosystem.
• Fearlessness and Resilience- We must be fearless and resilient to fulfill our potential. We proactively run toward challenges of all types, we unblinkingly acknowledge and confront the brutal facts - which all innovative growth companies invariably face – and we embrace uncertainty and take calculated risks.
• Alignment with Customers- We know that our customers' success is our success. We are honored and humbled by their commitment to us, and we are completely committed to ensuring they achieve their mission to unlock the world’s most important scientific innovations.
• Commitment to Craft- We take our craft seriously and seek to be best-in-class in all we do, regardless of our functional role, seniority, or tenure. We are members of one team that combines intellectual horsepower and curiosity, humility, and empathy to ensure we are always learning and evolving.
• Equality of Opportunity- We cannot imagine our journey without a workforce which reflects humanity’s diversity. We seek out the best of the best who bring with them unique and invaluable perspectives and talents and embody our common values - regardless of gender, ethnicity, race, or age.

What You Will Do

• Work with the customers and address any product related issues
• Partner with the account teams to drive product adoption and improve customer satisfaction
• Drive customer issues to resolution, identify workarounds to unblock customers either individually or by partnering with product and the engineering teams.
• Identify product and documentation improvements and partner with the product and engineering teams to deliver them
• Develop diagnostic tools, scripts, benchmarks, and run books to scale yourself individually, and help customer engineering diagnose, troubleshoot, and fix issues where appropriate and reduce MTTR

• 7+ years of experience with a proven track record of excellence in customer engineering and SRE teams
• Experience resolving technical support issues and escalations efficiently
• Troubleshooting experience in AWS
• Experience with CloudNative platforms and applications, Micro-services, and containerized deployments
• Experience with in Databases, NoSQL, Queueing Service, and Elastic Search
• Experience in one or more of the scripting or programming languages: Python, PHP, JavaScript, React, Go or Java
• Demonstrated experience of debugging software reliability issues in a distributed environment
• Excellent interpersonal and communications skills.
• Curious, collaborative, self driven, innovative, and willing to take initiative.
• Bachelor's degree in engineering, or technical related field
• Experience in science or Biopharma a plus