At a Glance
- Tasks: Provide expert technical support and mentor customer engineers to enhance satisfaction.
- Company: Join Reltio, a leader in AI-powered data management with a collaborative culture.
- Benefits: Flexible work arrangements, competitive salary, and opportunities for professional growth.
- Other info: Be part of a diverse team committed to innovation and excellence.
- Why this job: Make a real impact by solving complex problems for high-value customers.
- Qualifications: 5+ years in MDM solutions and experience in customer-facing roles required.
The predicted salary is between 48000 - 72000 £ per year.
At Reltio®, we believe data should fuel business success. Reltio’s AI-powered data unification and management capabilities—encompassing entity resolution, multi-domain master data management (MDM), and data products—transform siloed data from disparate sources into unified, trusted, and interoperable data. The Reltio Connected Data Platform™ delivers interoperable data where and when it's needed, empowering data and analytics leaders with unparalleled business responsiveness.
Leading enterprise brands—across multiple industries around the globe—rely on our award-winning data unification and cloud-native MDM capabilities to improve efficiency, manage risk and drive growth. At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.
Reltio has earned numerous awards and top rankings for our technology, our culture and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk!
Job Summary
The Senior Customer Engineer provides expert technical support to high-value customers, and partners resolving complex issues and proactively ensuring system health. They also play a key role in mentoring customer engineers and sharing knowledge to enhance overall customer satisfaction and product improvement.
Job Duties And Responsibilities
- Handle highly complex technical problems for our customers that include technical configuration, workflow compilation, lambda code debug, integration and JSON knowledge.
- Primarily aligned for concierge and premier success plans customers.
- Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
- Provide alternate solutions and exercise independent judgment in developing methods, techniques, and evaluation criteria that lead to prompt resolution of issues.
- Provide high-quality customer engineering assistance that results in high customer satisfaction.
- Serve as a subject matter expert in multiple product features for supporting, enhancing, and fixing solutions that support a rapidly growing business at a massive scale.
- Attend in-person meetings with clients to analyze, troubleshoot, and diagnose problems.
- Serve as a Team Lead for areas of product expertise in resolving customer issues and ensuring appropriate ticket investigation and resolution quality and workloads for individual CEs.
- Serve as a mentor and team lead to train ramp-up customer engineers to technical progression into future senior engineers.
- Share and develop best practices with team members to enhance the quality and efficiency of technical support and contribute to the knowledge base.
- Participate in rapid response teams that include engineering and DevOps to be the face of the customer in communications and feedback.
- Actively monitor tenant-level alerting tools and participate in collaborative communications for escalation prevention.
- Provide input on product and service-related enhancement requests back to Engineering, Product Management, Sales, and Marketing teams that will improve our customers' successful use of our products and drive adoption.
- Operates with minimal guidance on daily tasks and receives high-level directives when taking on new initiatives.
- Lead corporate cross-functional initiatives that contribute to the improvement of the global customer engineering organization.
- Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture, and its operational impact.
- Participate in a 24/7 on-call rotation, providing after-hours support for critical issues.
- Share and develop best practices with team members to enhance the quality and efficiency of technical support and contribute to the knowledge base.
- Proactively communicate to avoid escalations and negative customer satisfaction.
- Author technical documents on common issues and solutions to build the knowledge base and participate in communities.
- Support weekend shifts on a rotational/as-needed basis if requested.
- Lead support initiatives to the betterment of the organization and team.
- Other duties and responsibilities as assigned.
Skills You Must Have (Experience & Education | MDM Experience)
- Bachelor's degree in Computer Science or equivalent field of study.
- 5+ years of experience with on-premise or cloud MDM solutions.
- 5+ years of experience supporting enterprise products in SaaS in a customer-facing role.
- 5+ years of experience with Public Clouds AWS/GCP/Azure and their services.
- 5+ years of experience with REST APIs and integration tools.
- 5+ years previous experience as a software engineer, support engineer, or solution engineer supporting Enterprise-focused applications.
- Experience in data management, master data management, analytics, and big data platforms and technologies.
- Experience in hands‑on programming (ex. Python, Java).
- Experience in object‑oriented design, data structures, algorithm design, problem‑solving, and complexity analysis.
- Experience with RESTful API development and debugging, Postman.
- Experience with web UI development with JavaScript frameworks.
- Working knowledge of scalable and distributed data systems using distributed file systems, Java, and cloud technology.
Skills That Are Nice To Have
- MS in computer science or equivalent experience preferred.
- Experience with NoSQL databases (Cassandra, Elastic Search, DynamoDB preferred), and distributed indexes is a plus.
Reltio is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.
Senior Customer Engineer employer: Reltio
At Reltio, we pride ourselves on being an exceptional employer that champions a culture of collaboration and innovation. Our flexible work arrangements empower employees to balance their personal and professional lives while contributing to our mission of excellence in data management. With a strong focus on employee growth and development, we offer numerous opportunities for advancement within a supportive environment that values diversity and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Reltio. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Reltio before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Reltio:Your cover letter is your chance to shine! Tell us why you want to work at Reltio specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Reltio!
How to prepare for a job interview at Reltio
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
