Production Support Engineer (Remote or Local)

Customer Operations · Calgary, Alberta
Department Customer Operations
Employment Type Full-Time
Minimum Experience Mid-level

Who We Are

 

At StellarAlgo we are inspired and united around innovating the future of fan experiences. We are brought together by the belief that accessible and actionable data inspires the personalized and authentic experiences that create lifelong fans. Through a combination of embracing challenges, a belief that alignment enables autonomy and a committed team, we believe in empowering our players to achieve big things where it comes to solving interesting problems with data. In fact, our biggest investment is in you; we give you what you need to focus on your professional growth and career development, all while developing software that directly impacts our customers and their fans. We will challenge you and you will be surrounded by people equally committed to the company’s success, allowing for constant collaboration. 

 

The Role: Are you up for the challenge? 

StellarAlgo is the leading customer cloud platform for live audience businesses. We’re focused on growing and monetizing the world's most passionate digital audiences by recruiting high performers who know how to go for gold, work with their team, solve problems in real time, and speak up with creative ideas.


The Production Support Engineer will support Customer Operations Team to triage, investigate, and resolve both data and product (CDP) issues while also leading seasonal activities unique to the sports industry including updating data & product mapping.


You’ll work on a small team dedicated to the smooth operation of our platform and help coordinate all relevant technical and business parties. This role is critical in driving customer satisfaction & retention while also ensuring that our customers have accurate data and are able to capture the greatest amount of value when utilizing our platform.


The Customer Operations Team of which you will be part includes Implementations, Project Management, Production Support, and Customer Support all of which you will closely collaborate with on a daily basis. In addition, you’ll work closely with our Engineering and Product teams to identify & solution coding issues which will need to be addressed in the long term.

 

What You'll Do

  • TRIAGE: Work within Zendesk to identify & triage Customer reported issues while also proactively identifying additional issue as capacity allows;
  • INVESTIGATE: Help resolve urgent issues in production systems by determining root causes and identifying required solutions.
  • EXECUTE: Resolve urgent production issues in our local code and data environments in collaboration with Customers, Customer Success, Engineering, and Product.
  • VERIFY: Test & validate that resolution has been successful in addressing critical Customer issues in a permanent manner.
  • COMMUNICATE: Communicate to relevant parties what the issue was, how it was resolve, and obtain confirmation of resolution from their view.

 

What We're Looking For 

  • Bachelors Degree in Computer Science or related field.
  • Demonstrated strength in data modelling, ETL development, and data warehousing/lakes.
  • Strong working knowledge of SQL.
  • Robust understanding of database principles including SQL skills (Star schemas, agent jobs, etc).
  • Solid API orchestration and integration knowledge & skills.
  • Experience building data products incrementally, integrating and managing large data sets from multiple sources
  • Deep familiarity with the AWS ecosystem & toolkit (e.g, S3, Glue, Redshift, etc.)
  • Production/L2 support experience preferred


Who You Are 

StellarAlgo is a fast-paced, rapidly evolving organization where being a team player is key and the ability to self-galvanize, creatively solve problems, and articulately communicate the “how & why” is key for us all being greater together.

Specific Soft Skills Desired for This Role Include:

 

  • Ability to work on multiple concurrent issues simultaneously
  • Ability to effectively articulate technical challenges and solutions
  • Excellent communication, collaboration, reporting, and analytical skills
  • A passion for data
  • Detail oriented and a desire to always be better


The data is clear – diverse teams are not only the right way to go, they’re the profitable way to go. StellarAlgo is an equal opportunity employer that prioritizes creating an inclusive work environment for our team. We focus on hiring candidates with unique perspectives and opinions that improve our ability to apply creative solutions to complex problems.

 

 

Thank You

Your application was submitted successfully.

  • Location
    Calgary, Alberta
  • Department
    Customer Operations
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level