Customer Support Engineer

Role overview

A customer-facing technical role supporting developers and businesses using a cloud database platform built on Postgres and an open-source MySQL clustering system. The position blends hands-on debugging of production database issues with documentation work and structured feedback loops into the product engineering team.

Responsibilities

- Respond to and resolve customer support requests via tickets, customer Slack channels, and public discussion forums - Help customers reason through queries, schema changes, application behavior, database connectivity, and production workflows - Create and refine internal and external documentation, support playbooks, troubleshooting guides, and customer-facing materials - Identify recurring product gaps and sources of customer friction, partnering with Engineering to prioritize improvements - Contribute to the systems, processes, and practices that allow developer-focused support to scale effectively

Requirements

- Strong debugging and troubleshooting skills with the persistence to follow issues across applications, databases, infrastructure, and product behavior - Clear, empathetic communication style with the ability to push back constructively when it helps customers succeed - Comfort reading unfamiliar application code, digging into database behavior, and learning new connectors or frameworks as needed - Self-starter who takes ownership of outcomes and can operate independently - Practical familiarity with relational database systems, query behavior, and production application workflows

Nice to have

- Hands-on experience with Postgres or MySQL at scale - Familiarity with horizontally scaled database clusters and schema change workflows - Background writing technical documentation, runbooks, or customer-facing guides - Experience with developer-focused products and developer communities

Benefits and work setup

- Remote-friendly role with flexible location support - Base salary range of $150,000 to $200,000 USD - Total compensation includes base salary, variable compensation where applicable, benefits, and equity - Inclusive hiring commitment across educational background, identity, orientation, religion, age, ability, veteran status, and other dimensions - Reasonable accommodations available throughout the interview process