Support Engineer (Remote)

As a Support Engineer at Enigma, you’ll work alongside a brilliant team of other curious, data-obsessed co-workers, who want to share the magic that Enigma products can bring to a customer. We build products to ingest large, diverse datasets, probabilistically identify likely connections, and then use these knowledge graphs to power applications to create transformative value - from saving lives to preventing financial crime. By applying Enigma technologies to real-world industry challenges, support engineers at Enigma are responsible for enabling next-generation business processes for blue-chip clients, one workflow, process, or team at a time. Ultimately, we are excited about data’s impact on the world and are looking for support engineers who are curious, generous and can hustle in a fast-paced environment.

About You

You’re resourceful - when you encounter obstacles, you come up with crafty ways around, or through, them. You’re unflappable - when issues in production arise and customer tempers spike, you don’t get flustered. You take ownership of problems. You’re focused on seeing an effort through to its completion. Then you take steps to make sure the same problem doesn’t happen again. You’re curious - you like to know how things work, perhaps by tinkering with them to see what happens. You’re not comfortable with the status quo. You are always looking for ways to improve systems. You take pride in crafting solutions that solve the root cause rather than the proximate symptoms. You’re a strong communicator, you can coordinate with internal and external stakeholders to understand the problem and explain the solution.


-Use tools like ftrace, strace, and crash to investigate and troubleshoot technical issues from the OS to the application level

-Leverage configuration management tools such as Ansible

-Deep experience operating in Linux environment (RHEL, Ubuntu)

-Has expertise in Python; competency in one or more of {Go, Scala, Java} is a plus

-Be the primary interface between Enigma and our client’s technical teams (infrastructure, QA, support, etc)

-Develop and deliver fixes and patches to resolve issues with production systems in the field rapidly

-Record customer interactions, including investigation, troubleshooting, and resolution of issues

-Work closely with Enigma’s development engineering teams and Engagement Managers to devise solutions to customer-reported defects

-Maintain a commitment to provide the best experience possible for Enigma’s customers

-Expertly manage workloads to ensure that all customer issues are handled and resolved in a timely manner

-Development of comprehensive and reusable self-service solutions for future incidents

Qualities We Value

-Resilience to pursue a solution through obstacles that arise

-Intellectual curiosity to embrace ambiguity and create structure where it didn’t exist before

-Hustle to address issues when they arise and get ahead of them before they happen

-Eagerness to take ownership of systems that were developed by other teams

-Strong communication skills, especially written skills, to work with clients, such as technical project managers, and internal teams

Our Story

Enigma is a rapidly growing enterprise technology company based in the Flatiron neighborhood of New York City. We are Series C funded, partnering with some of the best investors in the world: New Enterprise Associates, Two Sigma Ventures, Comcast Ventures, Crosslink Capital, American Express Ventures, and others.

Founded in 2012, Enigma was started based on the realization that there was tremendous potential in using public data to understand how the world works, but that it was untapped because the data is highly fragmented and disconnected.

Enigma set out to change that by building and organizing one of the largest collections of public data in the world, and our big coming out party was winning TechCrunch Disrupts Battlefield in 2013. Our vision has remained steadfast, we want to empower people to interpret, and improve, the world around them. However, we have expanded our ability to realize this vision by combining our massive public data repository with an ecosystem of software and tools designed to link, resolve, enhance and apply data to help global-scale companies take on some of their hardest problems, ranging from preventing money laundering to ensuring patient safety.

We are proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

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