Provides technical support for a cloud-based analytics application by investigating customer-reported issues, performing log analysis and root cause investigations, troubleshooting SQL and database performance, managing tickets and SLAs, coordinating with engineering and product teams, communicating issue status, and creating knowledge-base articles. The role includes shift rotations and requires strong customer communication, Unix troubleshooting, REST API and SSO knowledge, and familiarity with application servers and business intelligence concepts.

Leads the Infrastructure Platform Engineering team within a global SRE organization. Responsibilities include people management, hiring, prioritization, operational excellence, incident response, reliability improvements, and cross-functional coordination. The role requires technical depth in Kubernetes, containerized platforms, public cloud, observability, infrastructure as code, CI/CD, and automation, along with experience managing distributed engineering teams supporting business-critical production systems.

Diagnose and resolve complex production issues involving customer decision models, data pipelines, recommendations, data transformations, and business logic. Analyze platform behavior, perform root cause and impact analysis, validate fixes, and collaborate with Customer Success, Product, Engineering, and Modeling teams. Develop troubleshooting guides and knowledge-base content, identify recurring issues, and improve platform reliability while becoming a subject matter expert in customer implementations and modeling capabilities.