R&D User Support Engineer

Role Description & Responsibilities

Join NuoDB, a leading innovator of a high-performance, distributed, multi-cloud capable distributed SQL database. As part of Dassault Systemes, our novel database powers the globally renowned 3DEXPERIENCE platform underpinning a suite of product design, process management, and collaborative tools running in the cloud

At NuoDB, we’re energized by tough problems. We think differently. We’re passionate about innovation and invention. We’ve taken on a challenge other companies have been unable to attain: building a distributed SQL database for a cloud-native, cloud-agnostic world.

We are seeking an outstanding R&D User Success Engineer to join our team in Waltham, MA

•       As a NuoDB R&D User Success Engineer, you will continuously search for innovative ways to enhance the NuoDB experience for customers through technical expertise, tooling, best practices, and repeatable processes. You will represent the "voice of the customer" throughout the company

•       You will be working closely with development, consulting, sales, and product management, addressing evolving customer requirements in order to drive the adoption of NuoDB in the global marketplace

•       Engage across Dassault Systemes’ brands, geographies, and industries to expand the NuoDB footprint

•       Reproduce, analyze, and diagnose complex NuoDB user issues promptly through knowledge sharing, workarounds, patches, or build deliveries

•       Identify/document common challenges across all phases of the NuoDB user journey and work with cross-functional teams to solve, improve, and automate

•       Maintain NuoDB subject matter expertise on existing and planned technologies, including related products and services

•       Bridge the gap between requirements, product, delivery, and project management, ensuring quality is at the core of everything

•       Provide detailed assessments on NuoDB user production outages, including post-mortems and/or root cause analysis where appropriate

•       Act in a self-motivated direction to identify, improve, and promote processes and procedures

Qualifications:

•       BS in Computer Science or Engineering, or equivalent relevant experience

•       Must have 2+ years of experience in technical support, escalation management, and enterprise software solution deployment, working closely with services, product, and engineering

•       Technical background and experience with infrastructure and distributed systems in cloud architectures, including Kubernetes, IaaS, DBaaS, PaaS, and SaaS offerings

•       Must have experience with SQL Database

•       Excellent programming skills in Java or C++

•       Familiarity with scripting languages such as Python or Bash

•       Excellent verbal and written communication skills and fluency in English, for clear and concise communication on technical subjects

•       Ability to act quickly, be calm under pressure, and be confident among peers and at all levels of the organization, both internal and external

•       Proven ability to build strong relationships and advocate for success for all NuoDB users

Nice to have:

•       Cloud infrastructure (Azure, GCP, AWS, Outscale)

•       Tools (Docker, Git, Jira, Confluence, Zendesk, etc.)

•       Experience writing or contributing to database driver implementations such as Java, Hibernate, .NET, NHibernate, and/or Python (including their related source control, development, and release lifecycle)

•       Verbal and written communication skills and fluency in French

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