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Technical Support Data Engineer

Job Description

As a Technical Support Data Engineer, you will be responsible for supporting the below L2 Data Engineering Operations Provide 2nd level Technical Support to our partners via phone, web, and email and other support channels as required. Partner closely with Engineering Managers, L3 Data Engineers and World-Wide Customers to assist in building & implementing ETL Readiness plans.


  • Serves as L2 Data Engineers in specific technology areas (e.g., ETL, Databricks, Azure Data Factory, Data Engineering) and displays readiness to learn & provide world-wide operational support. Maintains technical skills through completion of ongoing readiness training.
  • Effectively communicate complex technical issues to customers and elevate unknown or undocumented issues to SMEs and Senior Engineers, providing detail description of problems along with steps taken to analyse the problems Incident Management
  • Conducts Incident reviews to ensure operational Support are effectively documenting actions associated with resolving customer and partner technical issues. Recommends case escalations as appropriate and per established guidelines.
  • Drives case wellness through monitoring of priority cases or problem statements that need more attention, ensuring no increases in cases at a specific time. Collaborate with L3 Data Engineers, subject matter experts, and/or Engineering Managers to orchestrate backlog management, seeking assistance when needed.
  • Managing Collaboration Activities
  • Take ownership of customer issues, provide prompt and accurate feedback to customers and see problems through to resolution.
  • Responsible to answer and assist with questions posed by Data Engineers.
  • Participates in the teeming process by collaborating with others to resolve issues in a timely fashion. Leads or contributes in building communities with peer delivery roles (e.g., Support Escalation Engineering, Escalation Engineering, etc.)
  • Supportability Activities
  • Contributes to customer self-help and volume deflection initiatives. Identifies technical deficiencies in services or processes to help improve the quality of the services. Helps define and evangelize operational standards, processes, and practices to vendor teams.


  • Understands how customers are using a given product or service and the challenges that they might face. Manages bug recognition within team and communicates need to higher levels of team.
  • Drives awareness and feedback on opportunities for training, content, tools, and processes.
  • Provides input on top pain areas by contributing and producing troubleshooting guides/readiness content to help with volume deflection.
  • Process Improvement: Collaborates with internal teams, and sometimes external teams, for product and process feedback. Partners with manager and Supply Delivery Manager for continuous improvement planning. Serves as an early warning system and notifies appropriate impacted audiences regarding flaws in processes. Evangelizes processes and process improvements.
  • 1+ years’ experience in ETL development, Data Engineering Operations, Software support, IT, Consulting or Technical troubleshooting experience
  • BE/ Bachelor’s Degree/ MCA /M.Sc. /B.Sc. /MTech in Information Technology (IT), Computer Science, Artificial Intelligence or related fields.
  • 2+ year(s) prior product, customer support and/or technical support experience in an MNC or BPO or KPO, etc.
  • Good Knowledge of ETL Development & Process, Databricks, Azure Data Factory, Data Engineering, Python Language. Minimum 4+ Years of overall Experience.
  • Language Qualification: English Language – fluent in reading, writing and speaking.