Technical Support Engineer

Work location: Chicago, USAImmediate HiringAbout This RoleWe are seeking an experienced L3 Technical Support Engineer to provide onsite production support for enterprise data engineering platforms at a strategic customer location. In this role, you will serve as the primary technical interface between the customer and the broader engineering organization, owning complex incidents end-to-end and coordinating closely with offshore support and engineering teams.You will work across AWS-based data services, PySpark, AWS Glue, Databricks, Amazon Redshift, and SQL to ensure platform stability, SLA adherence, and continuous operational improvement. This is a high-visibility, customer-facing role requiring deep technical expertise, strong stakeholder management, and communication skills.The client works in the logistics domain (passenger and goods)Key Responsibilities:Provide L3 production support for data engineering applications, ETL/ELT pipelines, batch workflows, and analytical data platforms.Own complex incidents from initial triage through resolution, including log analysis, data validation, defect isolation, root cause analysis, recovery, and preventive-action tracking.Troubleshoot and resolve issues across AWS Glue, Amazon Redshift, Databricks, PySpark applications, SQL workloads, and related AWS services.Diagnose data mismatches, pipeline failures, performance degradation, dependency issues, access problems, and environment or configuration defects.Write and optimize complex SQL queries for troubleshooting, reconciliation, data-quality validation, and performance analysis.Debug PySpark and Spark-based workloads using execution plans, job logs, cluster metrics, Spark UI, and application diagnostics.Monitor production platforms proactively, identify risks, and ensure incidents and service requests are resolved within agreed SLAs.Lead incident bridges for critical production issues and provide timely, accurate updates to technical teams, business stakeholders, and customer leadership.Coordinate daily with offshore support and data engineering teams, including work allocation, technical handoffs, knowledge transfer, and status reporting.Partner with data engineering, platform, infrastructure, DevOps, security, QA, and vendor teams to implement permanent fixes and maintain platform stability.Support release, deployment, change, and post-production validation activities across development, test, and production environments.Prepare and maintain runbooks, troubleshooting guides, known-error records, incident reports, RCA documents, and operational dashboards.Identify opportunities to automate repetitive support activities, improve monitoring and alerting, and reduce manual recovery effort.Mentor L1/L2 support engineers and enable the offshore team to resolve recurring issues independently.Participate in on-call or extended-hours support rotation when required for business-critical incidents.RequirementsTechnical Skills:Strong hands-on experience with AWS data services, particularly AWS Glue, Amazon Redshift, Amazon S3, IAM, and Amazon CloudWatch.Strong proficiency in PySpark, Spark SQL, and distributed data-processing concepts.Hands-on experience supporting and troubleshooting Databricks jobs, notebooks, workflows, clusters, and runtime environments.Advanced SQL skills, including complex joins, analytical functions, stored procedures, query-plan analysis, and performance tuning.Strong debugging and problem-solving ability across data pipelines, application code, job orchestration, databases, and cloud infrastructure.Experience with ETL/ELT processing, data warehousing, data lakes, data-quality controls, reconciliation, and large-volume data handling.Knowledge of Redshift workload management, distribution and sort keys, query optimization, connectivity, and operational troubleshooting.Experience using monitoring, logging, alerting, and ticketing tools for production support and incident management.Working knowledge of Git-based version control, CI/CD processes, deployment practices, and environment promotion.Familiarity with Python or shell scripting for diagnostics, automation, and operational tooling.Professional Skills:Excellent customer-facing communication and stakeholder-management skills.Proven ability to coordinate effectively between onsite stakeholders and offshore delivery teams across time zones.Strong ownership, prioritization, and decision-making skills in high-pressure production situations.Ability to explain technical issues, business impact, workarounds, and resolution plans to both technical and non-technical audiences.Strong documentation, analytical, and attention-to-detail skills.Ability to work independently at the customer site while maintaining close alignment with the wider engineering organization.Qualifications & Experience:6–8 years of overall experience in technical support, production support, data engineering, or a related discipline, including substantial L3 support responsibilities.Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.Demonstrated experience working onsite at a customer location and coordinating with offshore teams.Proven experience supporting business-critical data platforms in production environments.Preferred:AWS or Databricks certification.Experience with Apache Airflow, AWS MWAA, AWS Step Functions, Lambda, or similar orchestration services.Exposure to ServiceNow, Jira, or comparable IT service-management platforms.Experience defining SLAs, operational metrics, knowledge-management practices, and continuous-improvement initiatives.Experience in a regulated or large enterprise customer environment.