Support Engineer enabling onboarding, decommissioning, SQL migrations, and escalated platform support for veterinary software customers. Partnering with engineering, customer success, and implementation teams on reliable technical solutions.
About the role
- Support Engineer troubleshooting SQL, pipelines, APIs, and blockchain data for Allium’s institutional customers. Building automated, AI-native support workflows while partnering with engineering and product teams.
Responsibilities
- Troubleshoot and resolve complex customer issues involving SQL queries, data pipelines, API integrations, and Kafka
- Map customer issues to solutions within Allium, including datasets, delivery mechanisms, documentation, and integration patterns
- Help customers diagnose problems in Snowflake, BigQuery, Postgres, and other data sources and optimize performance
- Collaborate with engineering to investigate bugs, identify patterns, and ship fixes
- Develop internal tools and scripts to automate troubleshooting and improve response times
- Write customer-facing and internal documentation and knowledge base articles
- Partner with GTM and product teams to translate customer pain points into actionable insights
- Participate in daily syncs covering ongoing issues, progress, and improvements
- Build an AI-native support system that creates leverage
- Triage and prioritize incoming issues against customer SLAs, distinguishing critical institutional data incidents from routine query questions
Requirements
- Fluency in AI tools, common failure modes, and modern practices
- Fluency in SQL, including writing, optimizing, and debugging complex queries
- Experience providing technical support for a SaaS or data product
- Working knowledge of blockchain data primitives across ecosystems such as Solana and EVM chains
- Familiarity with APIs, data connectors, and ETL tools
- Comfort with scripting or automation in Python, Bash, or similar languages
- Strong understanding of Linux environments and command-line tools
- Excellent communication and documentation skills
- Proactive, empathetic approach to customer relationships
- Ability to work independently and take full ownership of issues from report to resolution
- Willingness to overlap two hours with NYC mornings Monday–Thursday, 10am–12pm ET
Benefits
- Medical, Dental, Vision, Life and AD&D insurance
- US employees receive 100% coverage for Gold plans and 80% coverage for dependents
- Meaningful early-stage equity
- Stock option grant for every full-time employee
- Flexible, trust-based paid time off
- Vacation policies meet or exceed local statutory requirements in every country where the company hires
- Company-sponsored 401(k) plan in the US
- Opportunity to learn how petabyte-scale data infrastructure works
- Opportunity to build AI-native support systems
- Opportunity to learn incident management and institutional customer expectation management
- Opportunity to develop expertise in blockchain data ecosystems
- Opportunity to learn enterprise data delivery mechanisms
- Opportunity to become an Allium Data Wizard
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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