Big Data Support Engineer L1
- Compensation
- Not disclosed
- Location
- Manila, Metro Manila, Philippines
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Support
- Posted
Skills
Must have
- Own customer incidents, service requests, and change requests through Freshworks or equivalent ticketing platforms. • Troubleshoot production issues affecting Spark jobs, Kubernetes workloads, Kafka p
- TECHNICAL SKILLS Apache Spark (Spark on Kubernetes preferred) ,Kubernetes, Apache Kafka, Elasticsearch AWS Services (EC2, EKS, S3, IAM, CloudWatch), Docker, Airflow, Hive / Trino, Linux Administration
- Experience using REST APIs Familiarity with Git and CI/CD concepts Ability to analyze application logs and distributed system failures Understanding of resource management, autoscaling, and Kubernetes
- EXPERIENCE 3–6years of experience supporting large-scale production systems. Experience supporting cloud-native applications running on Kubernetes. Hands-on production support experience with Spark,Ku
- Apply to this job
Full description
##
Location: Manila,Metro Manila,Philippines
Role: Big Data Support Engineer
Job Title: Big Data Support Engineer
Location: PH
Department: Support
Reports to: Head of Support
We are seeking a Technical Support Agent who will play a critical role in maintaining high customer satisfaction by ensuring timely and effective resolution of client issues. This role is essential for Tookitaki's support services, catering to both on-premise and cloud-hosted (CaaS)clients. You will work closely with cross-functional teams to manage daily support issues, adhere to SLAs, and contribute to the continuous improvement of our customer support processes.
The ideal candidate will have a strong understanding of Tookitaki's product and tech stack, the ability to triage issues effectively, excellent client management skills, and fluency in English. Knowledge of Cantonese is a plus.
Key Responsibilities:Client Support Management
- Handle and triage tickets related to incidents, service requests, and change requests via the Freshworks platform.
- Provide technical support for Tookitaki's CaaS and on-premise clients post implementation, ensuring issues are resolved within SLA timelines.
- Maintain ownership of client issues, ensuring resolutions align with SLAs and meet client expectations.
Collaboration and Escalation
- Collaborate with Tookitakiʼs Product Engineering and Infrastructure teams to escalate unresolved issues, secure workarounds, or deliver fixes for P1 to P4 tickets.
- Act as a bridge between Services (onboarding team) and Support, ensuring a seamless transition when clients go live.
Technical Expertise and Triage
- Triage technical issues effectively by diagnosing the problem, identifying the root cause, and determining the appropriate resolution path.
- Develop a deep understanding of Tookitaki's product architecture and tech stack AWS, Big Data technologies like Hive, ElasticSearch, Kubernetes, etc).
Client Management and Communication
- Build and maintain strong relationships with clients, demonstrating excellent communication skills and a customer-first approach.
- Clearly explain technical resolutions to non-technical stakeholders, ensuring transparency and trust.
Continuous Improvement and Documentation
- Maintain thorough documentation of all support tickets, including actions taken and lessons learned, in the Freshworks platform.
- Proactively suggest process improvements to enhance support efficiency and client satisfaction.