Senior Product Support Engineer (L3) at Nexus Cognitive

ABOUT NEXUS At Nexus, we help organizations turn complex data into clear, actionable insight — so the hard work behind artificial intelligence, analytics, and cloud infrastructure doesn’t slow innovation down… it accelerates it. We’re a team of builders, problem-solvers, and collaborators who believe in moving fast, learning continuously, and doing great work together. Our role is to handle the heavy lifting of modern data platforms, governance, and cloud transformation so our clients can focus on making confident, strategic decisions that move their businesses forward. We’re proud of the culture we’re building across the U.S. and India — one rooted in curiosity, ownership, collaboration, and care — and we’re excited to keep growing with people who want to do meaningful work alongside genuinely great teammates. ROLE SUMMARY L3 Technical Support Engineers serve as the deepest level of customer-facing technical support within the Engineering pillar. They receive escalations from Forward Engineering customer teams, conduct deep platform investigations, identify root causes in NX1 code or configuration, and coordinate with the platform engineering team to drive resolution. They are the bridge between customer operational reality and the engineering team. KEY RESPONSIBILITIES - Own and drive resolution of escalated technical issues from Forward Engineering and direct enterprise customers - Conduct deep-dive platform diagnostics including log analysis, distributed tracing, and performance profiling - Reproduce, document, and file defect reports for engineering team prioritization - Develop workarounds and interim fixes for critical customer-impacting issues - Build internal knowledge base articles, runbooks, and troubleshooting guides from resolved escalations - Participate in on-call rotation for Severity-1 production incidents at enterprise customers - Collaborate with platform engineers on product improvements driven by support patterns QUALIFICATIONS - 5+ years experience in technical support, platform engineering, or site reliability for data infrastructure products - Deep knowledge of Apache Spark, Trino, and Kubernetes-based data platform operations - Experience troubleshooting authentication and authorization systems (Keycloak, Ranger, LDAP/AD) - Proficient in log analysis, distributed tracing (Jaeger, OpenTelemetry), and performance diagnostics - Strong communication skills for translating technical findings to both engineering and customer-facing teams - Experience with enterprise customer support processes and SLA-driven escalation management WHY YOU’LL LOVE WORKING AT NEXUS At Nexus, we value people who want to grow — and support each other while doing so. You can expect: - A collaborative team culture built on curiosity and respect - Challenging work where your contributions clearly matter - A leadership team that invests in learning and development - The opportunity to work at the intersection of cloud, data, and AI innovation READY TO APPLY? If this role sounds like a great fit — or even close to one — we’d love to hear from you. We know that no candidate checks every single box, and we’re excited to meet people who bring curiosity, talent, and a desire to build meaningful work together.