Product Escalation Engineer
Greenplum - San Mateo, CA

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Job Description: Greenplum Sr. Support/Escalation Manager

Job Duties:
Manage support and escalation team to handle customer issues for key Greenplum products

Motivate a team of Technical Support Engineers and Escalation Engineer through performance coaching, career planning and setting training objectives.

Manage all aspect of daily operation of the team, on-call duty, SLA, customer escalation, measuring and reporting on key support/escalation success metrics and team’s future growth

Work closely with Development team to fix product bugs and improve product offerings through feature enhancement

Lead team to apply troubleshooting techniques to resolve customer’s production issues

Develop tools (internal and for Support Engineers) for improving process and team knowledge

Constant learning and knowledge expansion

5-7 years minimum of experience of managing support and/or data operation team.

Must have experience in managing team that work in “Big Data” environment.

Must have deep knowledge of all aspect of a Data Pipeline

Extensive experience, very comfortable at working with databases

Database internals (Postgres preferred) - understands database storage basics, database catalog, transaction logs, memory structures concepts - desired

SQL knowledge - understands SQL statement processing, optimization, execution; SQL filters, joins, aggregates, etc.

Software Development Knowledge desired - ability to work with and understand C and Python code - ability to read code, troubleshoot; ability to grasp complex concepts

Postgres experience/knowledge - Greenplum is based on Postgres, so Postgres knowledge will be highly beneficial - desired

MPP (Massively Parallel Processing) database experience/knowledge - Teradata/Greenplum/etc. will be highly useful for this position – desired

Certain comfort with working on Linux is necessary - required

This is really a position where constant learning and gaining knowledge is required

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