Imply

The Senior Technical Support Engineer will troubleshoot and resolve customer issues on the Imply Druid platform while ensuring operational efficiency. This role involves collaborating with various teams to drive customer issues to resolution and writing technical content to empower teammates and customers. | Candidates should have over 5 years of experience in technical support or customer-facing roles, with strong troubleshooting skills and knowledge of big data ecosystems. A good understanding of Linux platforms, relational databases, and excellent communication skills are also required. | Job Description At Imply, our mission is to empower people and organizations to achieve more with their data. We believe that better insights lead to better decisions, and that the right technology can remove barriers, spark innovation and create lasting impact. In addition to our successful database business, we’re building the industry’s first observability warehouse, Imply Lumi. Built by the creators of Apache Druid, Lumi lets organizations store more data, support more use cases and spend less for observability. Imply Lumi is a high-performance, cost-efficient data layer built to decouple existing observability tools with zero disruption. In this role, you will help redefine what is possible with observability and security data. As part of the Support Team you will play an important role in bringing Imply Lumi to life. Lumi delivers lightning fast queries, significant cost savings and seamless integration with leading observability technologies while giving customers the freedom to innovate without vendor lock-in. You will partner closely with customers to understand their challenges, design tailored solutions and demonstrate how Lumi can unlock new levels of speed, scale and value from their data. Backed by leading investors including a16z and Bessemer Venture Partners, Imply is on a fast growth trajectory, transforming how organizations manage and gain insights from their observability and security data. Our customers, including Pepsi, Reddit, Roblox, Salesforce, and others, rely on our technology to power faster decisions, reduce costs, and unlock new possibilities. Come join a team of innovators and problem-solvers who are reshaping the future of data! The Role: We are looking for an experienced Senior Technical Support Engineer who is dynamic, technology savvy and customer centric. If you are a natural problem solver and a strong communicator with diverse technical skills, you are the right fit for this role! You're a great fit if you enjoy the thrill of resolving a diverse range of real-time problems, love to learn, and are highly motivated to deliver exceptional results to our customers while serving with some of the best support engineers around in a fun and fulfilling environment. You will get to leverage both your technical and interpersonal skills as you partner with Engineering, Customer Success Management, Customer Architect and Product Management teams. If you are ready to roll up your sleeves, grow your technical skills, and help solve technical challenges in a supportive environment, we want to hear from you! Responsibilities: Deep troubleshooting and resolving customer issues on Imply Druid platform within Service Level Agreements Responsible for attending to operational issues on Imply’s SaaS offering (Polaris), Imply Hybrid hosted on AWS infrastructure, and self hosted clusters on major Cloud platforms such as AWS, GCP, and Azure Diagnosing, reproducing, and resolving a wide range of customer issues on the Imply Druid platform that includes Pivot (Imply’s data visualization tool, designed specifically to utilize the speed of Druid), Clarity (Imply’s monitoring tool), backend DB (Mysql, postgres), deep storage (HDFS, S3, Azure blob, etc) and ZooKeeper services ranging from simple configuration changes and ingestion issues to helping customers troubleshoot in Imply clusters with hundreds of nodes Writing technical content in the form of knowledge-based articles dedicated to operational efficiency and thereby empowering and enabling teammates and customers Ensure issues and time spent are tracked and documented appropriately in the Zendesk ticketing system Assess the level of business impact of issues/product defects/feature requests reported by customers and create detailed reports in Jira to share with the Engineering team Describe ongoing problems, bugs and flag discrepancies in expected behavior when Engineering assistance is needed Work closely with the members of Engineering, Customer Success Management, and Customer Architect teams to help drive customer issues to resolution The regular work hours for this position are IST hours. The position includes participation in an on-call rotation to cover after-hours and weekend/holidays escalations Requirements: 5+ years of experience in technical support or customer facing roles You have an extensive working knowledge on Linux platforms and system administration You have strong troubleshooting skills and technical knowledge to logically approach problems You have a good understanding and working knowledge of big data platform ecosystems and distributed systems You have a good understanding and working knowledge of relational database management and proficiency in SQL You possess excellent writing and communication skills with an attention to detail You are a team player and always ready to help Bonus Points: Working experience on major Cloud infrastructure platforms AWS, Microsoft Azure & GCP Good understanding and working knowledge of Kubernetes Experience in supporting streaming applications such as Kafka and Kinesis & ETL applications Experience in supporting big data ecosystems on Cloud infrastructure or cloud SaaS applications Experience in data modeling & visualization Experience with Splunk or other observability tools What we offer: 100% Paid Medical, Dental and Vision Benefits 401(k) Program Fertility Coverage Pet Insurance Dependent Care FSA Mental Health Support Life and AD&D Insurance Unlimited Paid Time Off - USA Only Wellness Stipend Home Office Equipment Reimbursement Pre-Tax Commuter Benefits Individual compensation will be determined based on the candidate's experience and qualifications aligned with Imply’s internal leveling guidelines and benchmarks. The below range encompasses roles with on target earnings. This role is also eligible to participate in Imply’s equity plan subject to the terms of the applicable plans and policies. Compensation: $115,000 - $155,000 Don’t meet every single requirement? Studies have shown that certain minority groups are less likely to apply to jobs unless they meet every qualification. At Imply, we are dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or for other roles in the future. Imply is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Please note, applications and candidate submissions are subject to our privacy policy and, for California residents, the CCPA terms available at https://imply.io/privacy. — Attention: Imply Applicants Due to reports of phishing, we’re requesting that all Imply applicants apply through our official Careers page at imply.io/careers. All official communication from Imply will come from email addresses ending with @imply.io. #LI-REMOTE

Drive sales of the Lumi observability solution by managing territory, building executive relationships, conducting presentations, and closing deals with enterprise customers. | 4+ years enterprise sales experience with quota carrying, strong understanding of observability or related technologies, ability to engage CxO-level contacts, and demonstrated success in complex sales cycles. | At Imply, our mission is to empower people and organizations to achieve more with their data. We believe that better insights lead to better decisions, and that the right technology can remove barriers, spark innovation and create lasting impact. In addition to our successful database business, we’re building the industry’s first observability warehouse, Imply Lumi. Built by the creators of Apache Druid, Lumi lets organizations store more data, support more use cases and spend less for observability. Imply Lumi is a high-performance, cost-efficient data layer built to decouple existing observability tools with zero disruption. In this role, you will help redefine what is possible with observability and security data. As part of the Sales team, you will play an important role in bringing Imply Lumi to life. Lumi delivers lightning fast queries, significant cost savings and seamless integration with leading observability technologies while giving customers the freedom to innovate without vendor lock-in. You will partner closely with customers to understand their challenges, design tailored solutions and demonstrate how Lumi can unlock new levels of speed, scale and value from their data Backed by leading investors including a16z and Bessemer Venture Partners, Imply is on a fast growth trajectory, transforming how organizations manage and gain insights from their observability and security data. Our customers, including Pepsi, Reddit, Roblox, Salesforce, and others, rely on our technology to power faster decisions, reduce costs, and unlock new possibilities. Come join a team of innovators and problem-solvers who are reshaping the future of data! The Role: The Enterprise Account Executive role is a territorial sales position selling the Lumi solution to companies across the United States. The ideal candidate should be highly motivated, a self-starter, detail oriented, process driven (MEDDICC), and will employ a strategic approach to all sales engagements. They will demonstrate a consistent track record of success in achieving new customer objectives and revenue targets. In addition, they will be comfortable selling a solution and technologies from within a technology startup environment to CxO, VP, and Director level contacts within the IT organization. Solutions will be tailored to a customer’s business needs and integrate Imply solutions in a way that is valued by the customer and superior to the competition. Responsibilities include running your territory as a franchise CEO; pipeline generation; champion building; leading presentations, and providing rapid response to outstanding technical questions. In partnership with a Customer Architect (pre-sales), you will ensure optimal customer support and service throughout the sales process. Responsibilities: Create a territory plan and execute to generate revenue and acquire new customers Forge strategic relationships at the executive level to help sell across the organization Conduct presentations and product demonstrations in partnership with Customer Architects Consult with prospects to determine the best solutions for their specific needs; recommend solutions, prepare/present proposals, and get contracts executed Demonstrate an understanding of client requirements regarding infrastructure, data and observability and how the Imply solution can meet these requirements Be able to recognize compelling reasons for customers and prospects to act upon these requirements, and in turn be able to communicate and persuasively articulate how the Imply solution can best meet these requirements Demonstrate knowledge of enterprise client budgeting and purchasing processes, typical recommender and decision maker roles involved, and how to progress opportunities from identification to final close Achieve all individual activity and revenue targets set by the company Log sales activity (prospecting, opportunities, revenue, next steps) in Salesforce and other tools, as needed Attend sales seminars, sales meetings, and/or educational activities to stay up-to-date on the latest developments, trends, and regulations in the marketplace Keep current with all Imply product information, pricing, and contract terms Be able to travel as required, to meet prospects and customers face-to-face; approximately 25% travel expected, as permitted Requirements: 4+ years of direct quota carrying sales experience, selling enterprise solutions, specifically observability, SIEM, or analytics platforms Strong understanding of networking and working within the observability ecosystem History of overachieving quota, acquiring new logos, and identifying new business opportunities within accounts Experience successfully leading sales cycles with emerging technologies in a variety of sales situations, including product evaluations and demonstrations Demonstrated experience in developing business relationships with all levels of enterprise organizations; a true “hunter” mentality who strives for the close Demonstrated experience of being able to conduct online sales presentations and product demonstrations Strong business outcome thinking with technical aptitude and a collaborative mindset Bonus Points: Experience in hyper growth organizations Experience selling into large enterprise businesses What we offer: 100% Paid Medical, Dental and Vision Benefits 401(k) Program Fertility Coverage Pet Insurance Dependent Care FSA Mental Health Support Life and AD&D Insurance Unlimited Paid Time Off Wellness Stipend Home Office Equipment Reimbursement Pre-Tax Commuter Benefits Individual compensation will be determined based on the candidate's experience and qualifications aligned with Imply’s internal leveling guidelines and benchmarks. The below range encompasses roles with on target earnings. This role is also eligible to participate in Imply’s equity plan subject to the terms of the applicable plans and policies. Compensation: $300,000 - $350,000 Don’t meet every single requirement? Studies have shown that certain minority groups are less likely to apply to jobs unless they meet every qualification. At Imply, we are dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or for other roles in the future. Imply is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Please note, applications and candidate submissions are subject to our privacy policy and, for California residents, the CCPA terms available at https://imply.io/privacy. — Attention: Imply Applicants Due to reports of phishing, we’re requesting that all Imply applicants apply through our official Careers page at imply.io/careers. All official communication from Imply will come from email addresses ending with @imply.io. #LI-Remote