Technical Support Engineer

At Staffworxs, we don't just connect talent we power transformation. Headquartered in Frisco, TX, with teams in Bengaluru and Hyderabad, we combine global reach with deep expertise. Our Digital & Data Analytics practice drives growth and innovation for some of the world's top Client brands, who continue to retain us as their trusted partner. If you're ready to make an impact, you're in the right place.

JOB DETAILS:
Job Title: Technical Support Engineer
Location: Chicago, IL
Duration: Contract
Pay Rate: Open, DOE
Client Industry: Airlines

Position Summary
We are seeking an experienced Technical Support Engineer at the L3 level to provide onsite support for enterprise data engineering platforms. The successful candidate will serve as the primary technical interface at the customer location, own complex production issues through resolution, and coordinate closely with offshore engineering and support teams.
This role requires deep expertise in AWS-based data services, PySpark, AWS Glue, Databricks, Amazon Redshift, and SQL, along with strong debugging, stakeholder-management, and communication skills. 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, identify risks proactively, 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 the offshore support and data engineering teams, including work allocation, technical handoffs, follow-ups, 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.
• Collaborate with different Business Units at the customer site to understand impact, prioritize issues, clarify requirements, and communicate resolution plans.
• 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 an on-call or extended-hours support rotation when required for business-critical incidents.

Roles & Responsibilities

• 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.

Required 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 and 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 Experience

• AWS or Databricks certification.
• Experience with Airflow or AWS Managed Workflows for Apache Airflow, 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.

Staffworxs is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees, regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.