Customer Support Engineer

Role overview

A remote Customer Support Engineer role supporting a managed database platform that combines Postgres with horizontally scaled MySQL clusters. The position helps developers and businesses resolve production issues, deepen their use of the product, and shape the documentation and processes that allow a fast-moving support function to scale.

Responsibilities

- Advise and respond to support requests from developers and businesses across tickets, chat channels, public forums, and other customer-facing surfaces. - Help customers reason about queries, schema changes, application behavior, database connectivity, and production workflows on the platform. - Debug and resolve customer issues by tracing problems across applications, databases, infrastructure, and product behavior. - Create and refine internal and external documentation, support playbooks, troubleshooting guides, and other customer-facing materials. - Identify recurring friction points and product gaps, then partner with engineering to prioritize improvements. - Contribute to the systems, processes, and practices that enable high-quality, developer-focused support at scale.

Requirements

- Experience supporting production applications, databases, developer tools, infrastructure, or similar technical products. - Working knowledge of SQL, ideally with hands-on exposure to MySQL and/or PostgreSQL. - Strong debugging skills and the ability to reason through application and database behavior. - Programming experience enough to read and navigate unfamiliar code; full-time coding is not expected. - Familiarity with common application frameworks, ORMs, database connectors, or application deployment patterns. - Strong written and verbal communication skills, paired with empathy for customers, developers, and teammates, plus the judgment to push back constructively when it helps customers succeed.

Nice to have

- Prior experience working within a remote or distributed organization. - Exposure to cloud platforms such as AWS, GCP, or Azure. - Familiarity with monitoring, observability, and debugging tooling. - Experience helping build support processes, documentation systems, or teams at an early stage.

Benefits and work setup

- Fully remote position based in the EMEA region. - Total compensation is described as base salary plus variable pay where appropriate, plus benefits and equity. - The team highlights an inclusive culture and welcomes applicants from a wide range of backgrounds, with accommodations available for candidates who need them through the interview process.