Job Details

Software Engineer, Customer Support I

Location: CAD (Remote position but candidate must be physically located in Canada)

GridGain is a leading real-time data platform by the original creators of Apache Ignite. It is the fastest, most non-intrusive way to process enterprise-wide data for AI, transactions and analytics in real time and at massive scale. GridGain allows companies to combine a fast multi-model database with robust compute functionality to deliver the fast access data storage and low-millisecond processing required for today's business imperatives.

GridGain is trusted by leading companies including Citi, Barclays, American Airlines, AutoZone, and UPS to accelerate their existing applications, speed operational analytics and fraud detection, train machine learning models for AI, and provide fast-access data hubs.

GridGain is growing! Join the team and play a critical role in a fast-paced Silicon Valley startup that's changing the definition of "real time," and the world's expectations for high-speed data processing and analytics.

About The Role

Frontline Support is the initial point of technical contact for customer issues. It emphasizes rapid triage, clear and consistent communication, and adherence to established support processes. The function focuses on resolving known or complex issues directly, identifying when to escalate, and maintaining customer satisfaction through responsiveness, accuracy, and follow-through. Frontline engineers are accountable for SLA adherence, customer communication, and creating a smooth handoff experience when exclusive and prioritized deep investigation is needed.

Technical Knowledge & Skills

• Distributed Systems Development
• Application of Principles
• Containerization & Orchestration
• JVM Tuning
• JVM Troubleshooting
• JVM Optimization

Customer Focus

• Anticipates internal and external customer needs
• Prioritizes customer's problem

Communication Skills

• Knows when to provide status
• Effectively communicates with management
• Participates in customer conference calls

Process Execution

• Executes processes independently
• Proactively identifies and escalates issues
• Suggests minor process improvements
• Analyzes patterns to streamline escalations

Planning, Self Organization & Autonomy

• Plans and organizes tasks independently
• Sets personal priorities
• Anticipates and communicates potential obstacles

Problem Solving

• Develops solutions to moderately complex problems
• Analyzes recurring issues
• Escalates challenging cases

Team Work & Mentoring

• Contributes to team initiatives
• Supports team members
• Introduces new ideas

Education & Experience

• BS degree with 3+ years of experience, or MS degree with 1+ years of experience, or industry equivalent experience

What we can offer you:

• Remote-first environment
• Competitive salary and pre-IPO stock options
• A broad selection of medical, dental and vision insurance plans
• Optional HSA, FSA and dependent care reimbursement accounts
• Company-paid life insurance
• Generous holiday and vacation policy
• Family leave programs for life events
• 401(k)
• Monthly stipend for cell phone and gym memberships
• A great company culture with a strong emphasis on diversity, equity and inclusion