Software Engineer, Customer Support I (Canada) - Remote

Software Engineer, Customer Support I
Location: CAD (Remote must be physically located in Canada and able to work West Coast / Pacific Standard Time hours)

ABOUT GRIDGAIN
Modern business-critical applications such as AI modeling, high-performance transaction processing, real-time decisioning, fraud detection and risk management all require more than just access to real-time data. These applications need a data platform that can store, access, process and analyze hundreds of terabytes of data at ultra-low latencies with high availability.

GridGain is a leading real-time data platform by the original creators of Apache Ignite. It is the fastest, most non-intrusive way to process enterprise-wide data for AI, transactions and analytics in real time and at massive scale. GridGain allows companies to combine a fast multi-model database with robust compute functionality to deliver the fast access data storage and low-millisecond processing required for todays business imperatives.

GridGain is trusted by leading companies including Citi, Barclays, American Airlines, AutoZone, and UPS to accelerate their existing applications, speed operational analytics and fraud detection, train machine learning models for AI, and provide fast-access data hubs.

GridGain is growing! Join the team and play a critical role in a fast-paced Silicon Valley startup that's changing the definition of "real time," and the world's expectations for high-speed data processing and analytics.

ABOUT THE ROLE:
Frontline Support is the initial point of technical contact for customer issues. It emphasizes rapid triage, clear and consistent communication, and adherence to established support processes. The function focuses on resolving known or complex issues directly, identifying when to escalate, and maintaining customer satisfaction through responsiveness, accuracy, and follow-through. Frontline engineers are accountable for SLA adherence, customer communication, and creating a smooth handoff experience when exclusive and prioritized deep investigation is needed.

TECHNICALKNOWLEDGE&SKILLS:

• DistributedSystemsDevelopment:BuildsasynchronousdistributedappswithJMMexpertise.
• ApplicationofPrinciples:Independentlyappliestheoriesandconcepts.
• Containerization&Orchestration:UnderstandsDockerandKubernetesbasics.
• JVMTuning:SkilledintuningJVMGCandmemoryallocation.
• JVMTroubleshooting:ProficientinGCanalysisandmemorydebugging.
• JVMOptimization:Experiencedinheapmanagementandthreaddumps.

CUSTOMERFOCUS:

• Anticipatesinternalandexternalcustomerneedsanddeliversonallcustomercommitments.
• Always prioritizes the customers problem and exceeds all standard procedures to fulfill customer requirements.

COMMUNICATIONSKILLS:

• Knowswhentoprovidestatusandwhatlevelofdetail.
• AbletoeffectivelycommunicatewithvariouslevelsofmanagementthroughtheDirectorlevel.
• ParticipateincustomerconferencecallsandrepresentGridGainasatechnicalexpert.

PROCESSEXECUTION:

• ExecutesprocessesindependentlytomeetcustomerSLAs,withminimalguidancereliably.
• Proactivelyidentifiesissuesearlyandescalatesthemtobothtechnicalandcustomer-facingmanagement.
• Suggestsminorimprovementstoexistingprocessesbasedonfrequentcaseencounters.
• Analyzespatternsinissuestoprovideinsightsthathelpstreamlineescalationsandreducerepeatissues.

PLANNING,SELFORGANIZATON&AUTONOMY:

• Plansandorganizesrelatedtasksindependentlytomeetinterdependentgoals,withoccasionaldirectionfromleadership.
• Setspersonalprioritiestoalignwithbroaderteamobjectives,adaptingwhennewtasksorrequestsarise.
• Anticipatespotentialobstaclesandproactivelycommunicateswithteammemberstoensuresuccessfultaskcompletion.

PROBLEMSOLVING:

• Developssolutionstomoderatelycomplexproblemswithminimalguidance,drawingonknowledgeofstandardprocessesandpriorexperiences.
• Analyzesrecurringissues,identifyingpatternsandsuggestingimprovementswherepossible.
• Proactivelyescalateschallengingcases,providinginitialdiagnosticinsightstostreamlinehigher-leveltroubleshooting.

TEAMWORK&MENTORING:

• Contributeseffectivelytoteaminitiatives,showingawarenessofbothindividualrolesandteamgoalswithinestablishedstandards.
• Supportsteammembersonmoderatelycomplextasks,offeringguidancetopeerswhilerespectingtheirautonomyandviewpoints.
• Introducesnewideasormethodsthatenhanceteamperformanceandalignwithorganizationalprocesses,showinginitiativeinimprovingcollaboration.

EDUCATION&EXPERIENCE:

• BSdegreewith3+yearsofexperience,orMSdegreewith1+yearsofexperience,orindustryequivalentexperience

Whatwecanofferyou:

Remote-firstenvironment

Competitivesalaryandpre-IPOstockoptions

Abroadselectionofmedical,dentalandvisioninsuranceplans

OptionalHSA,FSAanddependentcarereimbursementaccounts

Company-paidlifeinsurance

Generousholidayandvacationpolicy

Familyleaveprogramsforlifeevents

401(k)

Monthlystipendforcellphoneandgymmemberships

A great company culture with a strong emphasis on diversity, equity and inclusion