About The Role

Join our team as a Support Engineer, where you'll delve into database internals, investigate Linux configurations, and diagnose SQL query behavior. This role requires a strong technical background and a passion for problem-solving. You'll provide technical support to our enterprise customers, collaborate with various teams, and work to improve support and engineering processes. Enjoy a flexible work schedule, comprehensive benefits, and the opportunity to work remotely.

Provide email and live technical support to enterprise customers, acting as the first line of defense for complex technical issues, bug diagnosis, or resolving critical outages.
Identify and reproduce product issues, perform QA, and submit formal bug reports or feature requests to the appropriate Engineering team.
Collaborate closely with software developers, sales engineers, and technical account managers to keep all teams up to date with current issues a customer may be facing.
Experience with a scripting or coding language. Whether it’s Python, Bash, or Go, you should have a go-to solution for quick and dirty problem-solving and be able to navigate through our code base
Strong written and verbal English communication skills. Have the ability to explain technical concepts to a wide range of end-users
4+ years of advanced customer-facing technical support experience
Familiarity with distributed systems and AWS/GCP. You understand how organizations deploy and maintain distributed applications and services across multiple machines Bonus points for knowing how to analyze them for performance bottlenecks and remove single points of failure
Experience with MySQL or MySQL-like (MariaDB, Aurora, etc) database and SQL Query Optimization
A solid sysadmin/QA/Testing skill set. That means you are comfortable testing software and finding its limits, hands-on with Linux, checking utilization of system I/O, measuring network throughput, and are comfortable navigating large log files. Familiarity with Kubernetes and past Testing/QA experience

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