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 scale.

About The Role :

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 teams.

Issue Troubleshooting & Customer Support :

- 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 resolutions.

Advanced and Enterprise-Level Support :

- 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 escalate.

Customer Enablement & Knowledge Sharing :

- Work closely with internal product and engineering teams to relay customer feedback and prfioritize product improvements.

Skills & Experience :

- 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 mindset.

What We Offer :

- 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.