Cognite - Data Support Engineer

About Cognite :

Embark on a transformative journey with Cognite, a global SaaS forerunner in leveraging AI and data to unravel complex business challenges through our cutting-edge offerings including Cognite Atlas AI, an industrial agent workbench, and the Cognite Data Fusion (CDF) platform.

We were awarded the 2022 Technology Innovation Leader for Global Digital Industrial Platforms & Cognite was recognized as 2024 Microsoft Energy and Resources Partner of the Year.

In the realm of industrial digital transformation, we stand at the forefront, reshaping the future of Oil & Gas, Chemicals, Pharma and other Manufacturing and Energy sectors.

Join us in this venture where AI and data meet ingenuity, and together, we forge the path to a smarter, more connected industrial future.

About The Team :

The One Cognite Customer Support team is a globally distributed group of technical experts including Support Data Engineers, Support Solution Architects, and Support Specialists focused on ensuring customer support and success.

We deliver high-quality support across four tiers of enterprise-grade customer support service from maintaining stable day-to-day operations to proactive monitoring, strategic alignment, and customer cases/issue resolution.

Our mission is to enable customers to get the most value from Cognite Data Fusion by ensuring their deployments run reliably and efficiently at The Role :

We are seeking a Support Data Engineer with a strong blend of data and software engineering skills.

You will be responsible for supporting production environments, troubleshooting customer deployments, and implementing proactive monitoring and operational improvements.

This role requires both deep technical capabilities and a customer-first mindset, with a focus on resolving issues efficiently, maintaining system stability, and driving continuous improvement.

Youll play a critical part in supporting 24/7 operational readiness in collaboration with global Troubleshooting & Customer Support :

- Investigate and debug complex customer-reported issues related to data pipelines, integrations, dat a models, and Cognite Data Fusion functionality.

- Work closely with customer teams to understand production incidents, reproduce issues, and implement reliable fixes or workarounds.

- Analyze data failures, system errors, and unexpected behaviours across API integrations, custom code, and third-party data sources.

- Maintain and improve the reliability and performance of existing data pipelines by proactively identifying bottlenecks, configuration mismatches, or usage anomalies.

- Collaborate with engineering and product teams to escalate platform issues, suggest improvements, and contribute to long-term and Enterprise-Level Support :

- Serve as the technical point of contact for customer support cases, particularly complex and high-priority issues.

- Perform in-depth troubleshooting and diagnostics, including custom code reviews and third-party data source integrations.

- Engage in regular case reviews, root cause analyses, and progress updates aligned with customer SLAs.

- Participate in on-call rotations to ensure 24/7 coverage and rapid response to critical issues.

- Implement and manage proactive monitoring and alerting systems to detect and address issues before they Enablement & Knowledge Sharing :

- Create clear documentation, how-to guides, and knowledge base articles to accelerate issue resolution and reduce repeat tickets.

- Work closely with internal product and engineering teams to relay customer feedback and prfioritize product & Experience :

- Bachelors or Masters degree in Computer Science, Engineering, or related fields.

- 3 to 5 years in a data-intensive, customer-facing role with experience in technical support in a SaaS or Data platform environment, ideally in a Tier 2/3 or engineering-focused support function.

- Strong programming skills in Python and SQL; experience working with REST APIs.

- Familiarity with cloud platforms (Azure, GCP), Kubernetes, and CI/CD tools.

- Experience maintaining production-grade data pipelines and workflows in live customer environments.

- Knowledge of industrial data systems or domains such as Oil & Gas, Power, or Manufacturing is a plus.

- Experience with tools like Grafana, Power BI, or GraphQL is a bonus.

- Strong problem-solving and troubleshooting skills.

- Excellent English communication skills and a customer-centric We Offer :

- A high-impact role supporting enterprise customers using industry-leading data infrastructure.

- The opportunity to work closely with global teams and cutting-edge technology.

- Exposure to advanced enterprise support practices including SLAs, proactive diagnostics, and strategic alignment.

- Growth opportunities into technical leadership, solution architecture, or platform reliability roles.

(ref:hirist.tech)

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