Senior Full Stack Software Engineer – Customer Engineering and Technical Support Specialist for Cloud-Based Scientific Data and AI Solutions

Introduction to blithequark Imagine being part of a revolutionary movement that is transforming the scientific community through the power of AI and cloud-based technologies. At blithequark, we are pioneering the Scientific Data and AI Cloud industry, designing and industrializing AI-native scientific data sets that come to life in our cutting-edge lab data management solutions, scientific use cases, and AI-enabled outcomes. As the category leader in this vital new market, we are generating more revenue than all other companies in the aggregate and have partnered with the world’s dominant players in compute, cloud, data, and AI infrastructure. Our journey is built on a foundation of innovation, collaboration, and a relentless pursuit of excellence. We are looking for talented individuals who share our passion for delivering exceptional customer experiences and are committed to embodying our unique approach to company and team building, as outlined in the blithequark Way letter. If you are a seasoned software engineer with a proven track record of excellence in performance, scale, resiliency, and customer support, we invite you to join our team as a Senior Full Stack Software Engineer – Customer Engineering and Technical Support Specialist. About the Role As a Senior Full Stack Software Engineer – Customer Engineering and Technical Support Specialist at blithequark, you will play a critical role in ensuring the success of our customers by addressing technical issues, driving issues to resolution, and identifying workarounds to unblock customers. You will be responsible for investigating end-to-end stability, scale, and performance issues reported by customers and simulating these issues in a lab environment to reproduce performance and scalability problems and increase product reliability. You will also be the steward of the customer support to engineering escalation process, streamlining communication with customer success, triaging, extracting, and documenting relevant information to increase efficiency. Additionally, you will develop tools, scripts, benchmarks, and documentation to scale yourself individually and help customer support diagnose, troubleshoot, extract relevant information, and fix issues to reduce mean time to resolution. Key Responsibilities Work with customers to address technical issues and drive issues to resolution or identify workarounds to unblock customers, either individually or by partnering with product and engineering teams. Investigate end-to-end stability, scale, and performance issues reported by customers and simulate these issues in a lab environment to reproduce performance and scalability problems and increase product reliability. Streamline the customer support to engineering escalation process, increasing efficiency by triaging, extracting, and documenting relevant information and communicating effectively with customer success. Develop tools, scripts, benchmarks, and documentation to scale yourself individually and help customer support diagnose, troubleshoot, extract relevant information, and fix issues to reduce mean time to resolution. Collaborate with fellow team members, customers, field engineers, and executives to deliver exceptional customer experiences and inspire others to do their best. Requirements To be successful in this role, you will need to have: 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, with a strong ability to troubleshoot and debug software reliability issues in a distributed environment. Must have experience with CloudNative platforms and applications, micro-services, Docker, and SaaS deployments, as well as experience with at least two of the following technologies: databases, NoSQL, Kafka/queueing service, or Elastic Search. Experience with one or more scripting or programming languages, such as Python, PHP, JavaScript, React, Go, or Java. Excellent interpersonal and communication skills, with the ability to work effectively with customers, team members, and executives. Strong familiarity with using CRMs like Zendesk or Salesforce, and experience with API and various types of integration at scale in AWS. A Bachelor's degree in engineering or a technical-related field, with a strong foundation in computer science and software engineering principles. Preferred Qualifications While not required, the following qualifications are preferred: Experience working in a fast-paced, agile environment, with a strong ability to adapt to changing priorities and deadlines. Knowledge of industry-specific trends and technologies, such as scientific data management, AI, and cloud computing. Experience with DevOps practices and tools, such as continuous integration and continuous deployment (CI/CD) pipelines. Strong understanding of security principles and practices, with experience implementing secure coding practices and identifying potential security vulnerabilities. Experience with data analytics and visualization tools, such as Tableau or Power BI, and experience working with large datasets and performing data analysis. Career Growth and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Senior Full Stack Software Engineer – Customer Engineering and Technical Support Specialist, you will have access to a wide range of training and development opportunities, including: Professional development courses and certifications, such as AWS or Azure certifications. Mentorship programs, where you will be paired with an experienced engineer who can provide guidance and support. Opportunities to attend industry conferences and events, such as AWS re:Invent or Google Cloud Next. Access to online learning platforms, such as Udemy or Coursera, where you can take courses and learn new skills. A culture of continuous learning and improvement, where you will be encouraged to share your knowledge and expertise with others. Work Environment and Company Culture At blithequark, we pride ourselves on our supportive, team-oriented culture of continuous improvement. We believe in fostering a work environment that is collaborative, inclusive, and fun, where employees feel valued and empowered to do their best work. Some of the benefits of working at blithequark include: Flexible working arrangements, including remote work options and a Boston office. Generous paid time off (PTO) and holidays, so you can take time to relax and recharge. 100% employer-paid benefits for all eligible employees, including medical, dental, and vision insurance. A 401K plan, so you can save for your future and plan for retirement. A culture of recognition and reward, where we celebrate our employees' achievements and contributions. Compensation and Benefits As a Senior Full Stack Software Engineer – Customer Engineering and Technical Support Specialist at blithequark, you can expect a competitive salary and equity package, as well as a range of benefits and perks, including: A competitive salary, based on your experience and qualifications. Equity in a fast-growing company, with opportunities for growth and advancement. 100% employer-paid benefits, including medical, dental, and vision insurance. A 401K plan, with a company match, so you can save for your future and plan for retirement. Generous paid time off (PTO) and holidays, so you can take time to relax and recharge. Flexible working arrangements, including remote work options and a Boston office. Conclusion If you are a motivated and experienced software engineer who is passionate about delivering exceptional customer experiences and is committed to embodying our unique approach to company and team building, we encourage you to apply for the Senior Full Stack Software Engineer – Customer Engineering and Technical Support Specialist role at blithequark. With a competitive salary and equity package, a range of benefits and perks, and opportunities for growth and advancement, this is an exciting opportunity to join a fast-growing company that is pioneering the Scientific Data and AI Cloud industry. Apply today and take the first step towards an exciting and rewarding career at blithequark! Apply for this job