Senior Software Engineer - Customer Engineering

Who We Are

TetraScience is the Scientific Data and AI company. We are catalyzing the Scientific AI revolution by designing and industrializing AI-native scientific data sets, which we bring to life in a growing suite of next gen lab data management solutions, scientific use cases, and AI-enabled outcomes.

TetraScience is the category leader in this vital new market, generating more revenue than all other companies in the aggregate. In the last year alone, the world’s dominant players in compute, cloud, data, and AI infrastructure have converged on TetraScience as the de facto standard, entering into co-innovation and go-to-market partnerships: Latest News and Announcements | TetraScience Newsroom:

In connection with your candidacy, you will be asked to carefully review the Tetra Way letter, authored directly by Patrick Grady, our co-founder and CEO. This letter is designed to assist you in better understanding whether TetraScience is the right fit for you from a values and ethos perspective.

It is impossible to overstate the importance of this document and you are encouraged to take it literally and reflect on whether you are aligned with our unique approach to company and team building. If you join us, you will be expected to embody its contents each day.

What you are

You thrive on working well with others. You make the people around you better. You love to collaborate with fellow team members, customers, field engineers, executives, and inspire them to do their best.

You relentlessly strive to excel in your craft. You are passionate about delivering delightful customer experiences. You take ownership of all the aspects of the customer journey from beginning of case creation, to resolution.

You consistently seek understanding and clarity. You look at every interaction as an opportunity to learn. You aren’t afraid to ask questions. You have the humility and confidence to not be the smartest person in the room.

What You Will Do

• This position includes working with customers to address customer technical issues. You will be the responsible to investigate end-to-end stability, scale and performance issues reported by TetraScience customers.
• Drive issues to resolution and/or identify workarounds to unblock customers either individually or by partnering with product and the engineering teams.
• Simulate customer issues in lab to reproduce performance & scalability issues to increase product reliability.
• You will be the steward of the customer support to the engineering escalation process, increasing efficiency by streamlining communication with customer success, by triaging, extracting, and documenting relevant information
• Develop tools, scripts, benchmarks, and documentation to scale yourself individually, and help customer support diagnose, troubleshoot, extract relevant information, and in cases, fix issues to reduce mean time to resolution.

Requirements:
• 7+ years of experience with a proven track record of excellence in Performance, Scale, Resiliency and Customer Support
• Experience resolving technical support issues and escalations efficiently
• Must have troubleshooting experience with API and various types of integration at scale in AWS
• Must have experience with CloudNative platforms and applications, Micro-services, Docker and SaaS deployments
• Must have experience with at least two of the following technologies: Databases, NoSQL, Kafka/Queueing Service, or Elastic Search
• Experience in one or more of the scripting or programming languages: Python, PHP, JavaScript, React, Go or Java
• Demonstrated experience of debugging software reliability issues in a distributed environment
• Must have excellent interpersonal and communications skills. Must be self driven, innovative, and willing to take initiative.
• Strong familiarity with using CRMs like Zendesk or Salesforce
• Bachelor's degree in engineering, or technical related field

Benefits:
• Competitive Salary and equity in a fast growing company
• Supportive, team oriented culture of continuous improvement.
• 100% employer paid benefits for all eligible employees.
• 401K
• Generous paid time off (PTO)
• Flexible working arrangements - Remote work + Boston office as needed