Senior Technical Customer Support Engineer - Singapore

Role overview A customer-facing technical position on a global Support Engineering team serving users across APJ, APAC, and EMEA from a Singapore base. The role combines hands-on ticket triage, community enablement, and pre- and post-sales technical work in a high-growth database environment. It suits an engineer who enjoys switching contexts between deep debugging, customer conversations, and knowledge sharing.

Responsibilities - Support and guide users, customers, and prospects through cases, chat, Slack, community forums, and virtual meetings. - Build reusable solutions and reference content for documentation, knowledge bases, blogs, meetups, webinars, and training sessions. - Partner closely with Support Services, Engineering, Go To Market, and Product Management to surface and define functionality customers need. - Contribute to pre- and post-sales motions by supporting deeply technical aspects of proof-of-concept engagements. - Provide first-line technical response within required SLAs across ticketing, email, chat, phone, and on-call coverage for 24x7 global support. - Mentor and train colleagues, users, and customers to raise the overall technical bar of the community.

Requirements - Technical breadth and depth in a high-performance open-source or cloud database, or strong familiarity with SQL databases, OLAP systems, cloud-native SaaS, or distributed systems. - Prior experience in roles such as Support Engineer, Consultant, Database Administrator, Site Reliability Engineer, Solutions Engineer, Software Engineer, or Systems Engineer. - Willingness to work a schedule that supports high-quality 24x7 support in a globally distributed environment. - Strong written and verbal English communication skills and the ability to work fully remote with reliable connectivity. - A collaborative mindset with empathy for customers, comfort working across regions, and a curiosity-driven approach to problem solving. - Self-driven, eager to learn, and motivated by building trusted relationships with colleagues, customers, and partners.

Nice to have - Hands-on experience with the specific database platform powering the product. - Background contributing to or participating in open-source communities. - Familiarity with Azure, GCP, or AWS. - Experience with data pipelines such as Kafka, Kinesis, Spark, or RabbitMQ.

Benefits and work setup - Fully remote position; candidates must be based in Singapore. - Flexible remote-friendly work environment within a globally distributed team. - Employer contributions toward healthcare. - Equity in the form of stock options for new team members. - Flexible time off in the US and generous leave entitlements in other regions. - USD $500 home office setup allowance for remote employees. - Periodic in-person global gatherings for cross-team connection.