• Deep troubleshooting and resolving customer issues on Imply Druid platform within Service Level Agreements • Responsible for attending to operational issues on Imply’s SaaS offering (Polaris), Imply Hybrid hosted on AWS infrastructure, and self hosted clusters on major Cloud platforms such as AWS, GCP, and Azure • Diagnosing, reproducing, and resolving a wide range of customer issues on the Imply Druid platform that includes Pivot (Imply’s data visualization tool, designed specifically to utilize the speed of Druid), Clarity (Imply’s monitoring tool), backend DB (Mysql, postgres), deep storage (HDFS, S3, Azure blob, etc) and ZooKeeper services ranging from simple configuration changes and ingestion issues to helping customers troubleshoot in Imply clusters with hundreds of nodes • Writing technical content in the form of knowledge-based articles dedicated to operational efficiency and thereby empowering and enabling teammates and customers • Ensure issues and time spent are tracked and documented appropriately in the Zendesk ticketing system • Assess the level of business impact of issues/product defects/feature requests reported by customers and create detailed reports in Jira to share with the Engineering team • Describe ongoing problems, bugs and flag discrepancies in expected behavior when Engineering assistance is needed • Work closely with the members of Engineering, Customer Success Management, and Customer Architect teams to help drive customer issues to resolution • The regular work hours for this position are IST hours. The position includes participation in an on-call rotation to cover after-hours and weekend/holidays escalations