Location: Remote (U.S. preferred)

Customer interactions are typically scheduled between 7am and 3pm US Pacific Time.

About Quilt Data

Quilt Data is a pioneering provider of cloud-based distributed data management solutions for deep innovators, particularly in the life sciences.

Our open source platform empowers organizations to efficiently store, version, and share data across silos, raising the bar on both individual productivity and organization velocity.

Our graphical web catalog makes Amazon S3 data storage accessible to your entire organization, from bench scientists to business users.

Role Overview

As our first full-time Customer Support Engineer, specializing in AWS Private Cloud Deployment and Technical Support, you will play a vital role in ensuring the seamless installation and ongoing utilizationof Quilt software within customers' AWS environments.

You will provide expert guidance and troubleshooting assistance to customers, enabling bench and data scientists, business users, and R&D IT to leverage Quilt's capabilities effectively with minimal disruption to their existing workflows.

Responsibilities

1. Installation and Deployment Support

• Guide customers through the installation process of the Quilt software within their AWS private cloud environments, including configuring the appropriate Virtual Private Networks.

• Collaborate with customers to troubleshoot installation issues by debugging CloudWatch logs to ensure a Supportful deployment.

  2. Technical Support and Debugging

• Provide technical assistance to customers debugging JavaScript (browser) and Python clients interacting with AWS services.

• Analyze and diagnose client-side issues related to AWS services integration, offering guidance on optimization, scaling and reliability.

  3. Customer Support Management

• Serve as a trusted advisor to customers, addressing their technical concerns and ensuring a positive experience with Quilt software.

• Respond to customer requests, identify opportunities for improvement, and advocate for customer needs.

4. Documentation and Knowledge Sharing

• Develop and maintain technical documentation, tutorials, and troubleshooting guides to assist customers in utilizing Quilt software effectively.
• Share insights and best practices with the broader Quilt community through webinars, blog posts, and other knowledge-sharing initiatives.

Requirements

1. Proficiency in AWS services, particularly S3, ECS/EC2, SQS, Lambda/Batch, Athena, OpenSearch, and EventBridge.
2. Experience helping users debug and create reproducible test cases for JavaScript (browser) and Python clients interacting with AWS services.
3. Strong troubleshooting skills and exceptional communication and interpersonal skills.
4. Self-motivated and self-managing with a passion for delivering exceptional customer experiences.

Preferred Qualifications

1. Previous experience in technical support or sales engineering roles within the cloud computing or data management industry.
2. Familiarity with Quilt software or similar versioned data management solutions.
3. Expertise in Infrastructure as Code (e.g., Terraform or CDK)
4. AWS certifications (e.g., Associate Solutions Architect) or relevant technical credentials
5. Prior experience with or passion for drug discovery and biopharma

Join Our Team

If you're passionate about empowering organizations to harness the full potential of their data in the cloud and excited about joining a lean, high-performance team pushing the boundaries of technical possibility, we want to hear from you.

Apply now to join the Quilt Data team and make a meaningful impact on the future of data management and collaboration.