Technical Support Engineer at Domino Data Lab

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Technical Support Engineer

Domino has an ambitious vision to change data science. Backed by Sequoia Capital, Zetta Venture Partners, Bloomberg Beta, and In-Q-Tel, we are accelerating research at the world’s most analytical organizations including Allstate, Johnson and Johnson, Bristol Myers Squibb, and S&P Capital IQ. Our platform provides access to scalable compute resources, compounds knowledge through a unique version management system, and delivers insights rapidly through a host of publishing tools. In short, Domino’s mission is to unleash the power of data science to address the world's most important challenges and improve people's lives.

Our Technical Support Engineers are product and infrastructure wizards who work with customers to help fulfill that mission. As a TSE (Technical Support Engineer), you will be the customer liaison to our Engineering organization. You will field incoming questions, help users configure Domino, and help them understand how to use our products’ features. You will help monitor the performance of Domino systems, making sure our customers have the appropriate infrastructure to complete their work successfully. You will also troubleshoot technical issues, remediate customer problems, and share your useful insights with others via our growing knowledge base.

Ultimately, your role is to help our customers improve their research by capitalizing on Domino’s functionality, and the best practices our platform enables.

Responsibilities
  • Manage customer issues related to the installation, configuration, and implementation of Domino products on a timely basis, provide effective and clear communication, and establish appropriate expectations with clients. NOTE: Most issues are logged via Web and Email (written). 
  • Diagnose and resolve production and pre-production problems
  • Assist in the installation and configuration of packages and databases
  • Investigate performance-related issues
  • Conduct live meetings with customers via Zoom or telephone as necessary
  • Ensure customers are effectively represented to our Product Management and Engineering teams by writing actionable, detailed Defect reports and Enhancement requests in Jira
  • Write and review technical knowledge base articles, FAQs, examples, and how-to’s for publication to a customer and company knowledge system
Qualifications
  • Bachelor's degree in science or technology, preferably computer science
  • Excellent customer service skills, empathy, and a sense of urgency
  • Great debugging, problem solving, and analytical skills
  • Time management: the ability to organize and prioritize numerous tasks simultaneously
  • Professional experience troubleshooting, maintaining, or developing data-driven applications 
  • The ability to learn quickly
  • The capacity for empathy and effective dialogue with demanding enterprise clients
  • Experience in a system administration or devops role is a plus
  • Broad experience with the following technologies is also strongly desired for this role:
  • Familiarity with the Linux command line and server administration
  • AWS, Azure, GCP
  • Docker and Kubernetes
  • MongoDB
  • Postgres
  • Python and/or R
  • Ubuntu and/or CentOS
  • Hadoop and/or Spark
  • Ability to read source code (especially Scala) is a plus

Success Factors
  • Integrity, and a desire to honor all commitments
  • A “tinkerer’s mentality:” passion for exploring exciting new technologies
  • Timeliness: a sense of urgency when interacting with customers
  • A talent for managing customers’ expectations
  • A drive to achieve new and great things
  • An understanding of the importance of maintaining a collaborative environment, sharing knowledge with customers and peers, etc.
  • Ability to multitask, effectively “switch gears”, and manage multiple issues, actions, and time-critical tasks
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • FlaskFrameworks
    • Node.jsFrameworks
    • PlayFrameworks
    • SparkFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • MixpanelAnalytics
    • BalsamiqDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • MiroManagement
    • WordpressCMS
    • NetlifyCMS
    • HubSpotCRM
    • SalesforceCRM
    • SalesLoftLead Gen
    • LeadIQLead Gen

Location

We're located in the SoMa district of San Francisco. Located near the CalTrain station and Oracle Park, there's a lot to do around the area!

What are Domino Data Lab Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Women at Domino Diversity and Inclusion
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Domino employees can contribute up to $2750 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Domino offers several options for health insurance benefits, one of which the premium is covered 100%.
Life Insurance
Life insurance is equal to 1 times an employee's annual salary. We are launching an employee buy up option at a reduced rate.
Wellness Programs
Domino's wellness program provides $500/year for health and fitness services and activities.
Mental Health Benefits
Domino's health insurance covers mental health benefits. In addition, we offer a yearly subscription to Calm (a wellness app).
Retirement & Stock Options Benefits
401(K)
Domino's 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from through Guideline.
Company Equity
Domino offers stock options which vests over a four-year period with a one-year cliff.
Child Care & Parental Leave Benefits
Child Care Benefits
Domino provides dependent care FSA.
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary caretaker. Domino also provides 8 weeks of leave for the secondary caretaker.
Remote Work Program
Family Medical Leave
Company sponsored family events
We sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Domino Data Lab offers pre-tax commuter benefits for all employees.
Company Outings
Domino hosts company outings Quarterly.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted once per month.
Parking
We offer employees a parking subsidy.
Pet Friendly
Our pet policy is dog friendly daily.
Recreational Clubs
Domino has a biking/cycling club and soccer team! More to come!
Fitness Subsidies
Domino reimburses its employees up to $500 a year for health and fitness services and activities.
Home Office Stipend for Remote Employees
Domino supports WFH requests and will provide any equipment necessary to help an employee feel comfortable at home.
Professional Development Benefits
Job Training & Conferences
Domino Data Lab offers employees professional development opportunities like Annual individual budget for training, The ability to attend job related conferences and seminars.
Lunch and learns
Domino Data Lab hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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