Job Url: https://builtin.com/job/senior-software-engineer-customer-engineering/6614418 Job Description: TetraScience Senior Software Engineer - Customer Engineering Job Posted 6 Days Ago Posted 6 Days Ago Hiring Remotely in United States Remote Senior level Cloud • Software • Database The Role As a Senior Software Engineer at TetraScience, you will address customer technical issues, ensure product reliability, and develop tools for customer support efficiency. Summary Generated by Built In Description Who We Are TetraScience is the Scientific Data and AI Cloud company. We are catalyzing the Scientific AI revolution by designing and industrializing AI-native scientific data sets, which we bring to life in a growing suite of next gen lab data management solutions, scientific use cases, and AI-enabled outcomes.  TetraScience is the category leader in this vital new market, generating more revenue than all other companies in the aggregate. In the last year alone, the world’s dominant players in compute, cloud, data, and AI infrastructure have converged on TetraScience as the de facto standard, entering into co-innovation and go-to-market partnerships: In connection with your candidacy, you will be asked to carefully review the Tetra Way letter, authored directly by Patrick Grady, our co-founder and CEO. This letter is designed to assist you in better understanding whether TetraScience is the right fit for you from a values and ethos perspective.  It is impossible to overstate the importance of this document and you are encouraged to take it literally and reflect on whether you are aligned with our unique approach to company and team building. If you join us, you will be expected to embody its contents each day.  What you are You thrive on working well with others. You make the people around you better. You love to collaborate with fellow team members, customers, field engineers, executives, and inspire them to do their best. You relentlessly strive to excel in your craft. You are passionate about delivering delightful customer experiences. You take ownership of all the aspects of the customer journey from beginning of case creation, to resolution. You consistently seek understanding and clarity. You look at every interaction as an opportunity to learn. You aren’t afraid to ask questions. You have the humility and confidence to not be the smartest person in the room. What You Will Do This position includes working with customers to address customer technical issues. You will be the responsible to investigate end-to-end stability, scale and performance issues reported by TetraScience customers. Drive issues to resolution and/or identify workarounds to unblock customers either individually or by partnering with product and the engineering teams. Simulate customer issues in lab to reproduce performance & scalability issues to increase product reliability. You will be the steward of the customer support to the engineering escalation process, increasing efficiency by streamlining communication with customer success, by triaging, extracting, and documenting relevant information Develop tools, scripts, benchmarks, and documentation to scale yourself individually, and help customer support diagnose, troubleshoot, extract relevant information, and in cases, fix issues to reduce mean time to resolution. Requirements 7+ years of experience with a proven track record of excellence in Performance, Scale, Resiliency and Customer Support Experience resolving technical support issues and escalations efficiently Must have troubleshooting experience with API and various types of integration at scale in AWS Must have experience with CloudNative platforms and applications, Micro-services, Docker and SaaS deployments Must have experience with at least two of the following technologies: Databases, NoSQL, Kafka/Queueing Service, or 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 Must have excellent interpersonal and communications skills. Must be self driven, innovative, and willing to take initiative. Strong familiarity with using CRMs like Zendesk or Salesforce Bachelor's degree in engineering, or technical related field Benefits Competitive Salary and equity in a fast growing company Supportive, team oriented culture of continuous improvement. 100% employer paid benefits for all eligible employees. 401K Generous paid time off (PTO) Flexible working arrangements - Remote work + Boston office as needed Read Full Description Top Skills AWS Databases Docker Elastic Search Go Java JavaScript Kafka Micro-Services NoSQL PHP Python React View all jobs at TetraScience View TetraScience Profile Report Job Am I A Good Fit? beta 7+ years of experience in Performance, Scale, Resiliency, and Customer Support Experience in Python, PHP, JavaScript, React, Go, or Java Excellent interpersonal and communication skills Bachelor's degree in engineering or technical related field Experience resolving technical support issues and escalations Troubleshooting experience with API and AWS integrations Experience with CloudNative platforms, Micro-services, Docker, and SaaS deployments Experience with Databases, NoSQL, Kafka/Queueing Service, or Elastic Search Experience debugging software reliability in a distributed environment Strong familiarity with CRMs like Zendesk or Salesforce ANALYSIS BASED ON YOUR RESUME: Maxwell_Reshel-Software Engineer, Mobile-Vivian Health.docx To select or upload a new resume, visit edit profile. The Company Boston, , Massachusetts 196 Employees Year Founded: 2019 What We Do TetraScience is the Scientific Data Cloud company with a mission to accelerate scientific discovery and improve and extend human life. The Tetra Scientific Data Cloud(TM) is the only open, cloud-native platform purpose-built for science that connects lab instruments, informatics software, and data apps across the biopharma value chain and delivers the foundation of harmonized, actionable scientific data necessary to transform raw data into accelerated and improved scientific outcomes. Through the Tetra Partner Network, market-leading vendors access the power of our cloud to help customers maximize the value of their data.