Narrative Science is seeking a Customer Support Engineer to join our team. The Customer Support Engineer will be responsible for supporting our customers with deployments of our Narrative Science product suite. You will assist customers with on-prem installations and upgrades. You will also collaborate with the Go-to-Market teams, serving as an expert resource for deployment-related questions. The Customer Support Engineer serves as part of the Customer Success team but also works closely with Product and Engineering. The right candidate will be a customer-oriented problem-solver with excellent communication skills and high technical acumen. 

Responsibilities:

• Support customers with installation and upgrades of our technology
• Troubleshoot and resolve complex technical issues with a focus on providing the highest level of customer service and first contact resolution
• Develop and maintain processes, best practices, and documentation for deployments and technical support
• Collaborate with team members and escalate issues when needed to ensure proper and timely resolution of technical issues
• Assist Pre-Sales team with technical questions about deployment and cloud architecture
• Assist IT/Security team on infosec questionnaires for issues related to deployments and technical product architecture
• Serve as the subject matter expert on on-prem and SaaS deployments of Quill and Lexio
• Work closely with our Engineering and Product teams to drive the development of product features

Requirements:

• 2-4 years experience with technical software deployment and troubleshooting, including some of the following areas:
  • Experience with cloud-based architecture
  • Experience with Linux administration
  • Previous experience in technical support, web hosting, or related Internet fields
  • Familiarity with the software development lifecycle
  • See below for the technologies we frequently use
• 2+ years working directly with customers in a support or consulting role
• Ability to work well in a collaborative environment
• Excellent verbal and written communication skills with the ability to effectively communicate technical concepts to both technical and non-technical audiences
• “Roll-up-your-sleeves” entrepreneurial attitude
• Bachelor’s Degree required

Technical Stack:

The technologies this role requires are often customer dependent, but here’s a list of common areas where knowledge and experience can be helpful. Successful candidates will have some knowledge of a few of these technologies and of course a willingness to learn the rest:

• Linux administration (user management, permissions, sudoers, selinux)
• Containerized applications and orchestration (Docker, Kubernetes)
• SSL/TLS and the certificate chain-of-trust model
• Linux package management (yum/rpm, apk, apt-get, Nix)
• Web technologies like REST, HTTP/HTTPS
• AWS (in particular EC2, VPC, and IAM)
• Monitoring and alerting strategies
• Scaling and High-Availability concerns

About Narrative Science:

Narrative Science creates software that writes stories from data to drive understanding and results. Powered by artificial intelligence, our technology automatically turns data into easy-to-understand reports, transforms statistics into stories, and converts numbers into knowledge.

Narrative Science works with customers including Deloitte, USAA, Credit Suisse, and members of the U.S. intelligence community, empowering them to understand and act on key business metrics, make better decisions and focus talent on higher-value tasks -- all through the power of data storytelling.

At Narrative Science, we embrace the diverse backgrounds, experiences, and perspectives of our future employees, colleagues, customers, partners, and other stakeholders. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, genetic information, or any other characteristic protected by law.